Kongres september 2012

62 Karin van den Berg

Things won’t get worse

It is without doubt that the business events industry in Malaysia is steadily on the rise

I am looking forward to the opening of DoubleTree by Hilton Zagreb!

Gary Grimmer

Robert Cotter

Daniela Kos

SOUTHEAST EUROPE MEETINGS INDUSTRY MAGAZINE, VOLUME VI, ISSUE 4, OCTOBER 2012 www.kongres-magazine.eu OFFICIAL MAGAZINE OF THE SLOVENIAN CONVENTION BUREAU www.slovenia.info

ISSN 1 8 5 5 - 8 6 1 5

9 Zulkefli Hj Sharif

9 771855 861009

6 Europe’s Troubles Could Mean Opportunity

Contents

Our selection

5 6

Page 6 Column:

A word from the editor Column by Gary Grimmer

Interview: 8 Zulkefli Hj Sha rif

In focus: 12 To be or not to be ...

14 Short CVB Interviews on Congress Subventions 18 The city supports the development and promotion of business tourism 20 Gdan´sk: A Story of Success Surveys: 22 MPI’s Annual Business Barometer Gastronomy: 24 Sexy Congress recipes 26

Kongres at the Keyhole

33

Kongres destination: New Hotel Entries in Ljubljana in Summer 2012

34 38 42

Kongres travelogue: Krakow Gdansk Osijek

48

Kongres personality: Enfant Terrible, Timo Heinaro

Examples & advice: 50 Gadgets

52

Top 10 TOP 10 SEE Avio Meetings Destination

Croatia Addendum: 56 The meeting organiser firstly needs to secure good value

for money, then for subventions 58 And THE congress city of Europe is...?

60 Try Croatian Zagorje on Croatia Airlines 62 Karin van den Berg: I am looking forward to the new challenge!

66 Customer Relationship Management (CRM) in Tourism 68 Agency presents: iDMC 69 Is it possible to cut hotel staff costs for 20%?

70 74 76

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Europe’s Troubles Could Mean Opportunity Things won’t get worse Gary Grimmer Gary Grimmer Page 9 Interview:

Zulkefli Hj Sharif

It is without doubt that the business events industry in Malaysia is steadily on the rise Robert Cotter Page 12 In focus:

To be or not to be...

Are subventions becoming a must for destinations to win bids?

Tatjana Radovič Page 22 Surveys:

MPI’s Annual Business Barometer

25 per cent of meeting professionals say their organisations are “very active in CSR.” Joyce Dogniez Page 62 Croatia Addendum:

Karin van den Berg:

I am looking forward to the new challenge!

Daniela Kos

Kongres telescope An Associated Approach to Strength and Growth A MICE Monsoon Time to Thai up some serious business

78 The last word: Regional cooperation – the road to international recognition

FIRST SOUTHEAST EUROPE MEETINGS INDUSTRY MAGAZINE Editor-in-Chief: Gorazd Čad; Assistant to the Editor-in-Chief: Jan Klavora; Editor of Croatia Addendum: Daniela Kos; Editor of Kongres Telescope: Robert Cotter; Associate Editor of Kongres Telescope: Artemis Skordili; Editorial Board: Renata Balažic, Gorazd Čad, Anuša Gaši, Miha Kovačič, Viljam Kvalić, Srečo Peterlič, Tatjana Radovič, Maja Vidergar, Rok Klančnik; Editorial Board of Croatia Addendum: Daniela Kos, Aleksandra Uhernik Đurđek, Roko Palmić; Design: Andreja Martinc; DTP and prepress: Premedia, Andrej Juvan; Translation: Nina Polak, Robert Cotter; Printing: Almarose d.o.o.; Circulation: 6000 copies; ISSN Number: 1855-8615 KONGRES MAGAZINE IS MEDIA PARTNER OF:

The Kongres magazine is entered into the media register under sequence number 1423.

Magazine issued in: January; April; July; October; December Publisher, Production and Marketing: Toleranca Marketing d.o.o., Štihova 4, SI-1000 Ljubljana, T: +386 (0)1 430 51 03 , F: +386 (0)1 430 51 04, E: kongres@go-mice.eu Issue date: October 2012 For the content reproduction it is required to get the written editorial consigment.

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5

A word from the editor

Gorazd ÄŒad

Arrhythmia A low-cost transformation of the entire industry is taking place

he capitalist machine has a very easy pace, one that forms a repeating pattern, and it seems that Europe has currently found itself in a complete arhythmia. The Financial Times reminds us of new sales strategies which multinationals initially applied on Asian markets.

T

A reduced purchasing power has begun to diminish the packaging of consumer products that one can now buy in miniature versions for a few days.

In doing this, they are adapting to the lower purchasing power of the middle class.

Paradoxically those markets are at the same time the best markets for luxury products and famous brands. It is similar to some of the European PIIGS countries.

You may ask what this has to do with the meetings industry. Surprisingly, quite a lot. The patterns of the consumer society are rapidly and effectively moving into our industry. The strategy of each corporation

is to sell services to those who are spending and those who are saving and provide for the sale of the same generic services packaged in different ways. A metaphor for this are the airline carriers who, on the same flight, offer all passengers a differently packaged service of flight from point A to point B. Most of the differences between the business and economy class are fictitious, as evidenced by the success of low cost airlines.

In recent months, our industry’s paradigm of a dream business class, that we flew with in the last few years, has collapsed.

Even if we shut our eyes to this fact, hybrid meetings are a reality and young innovative companies are constantly evolving new solutions for as simple and cheap communication and meetings as possible.

Industry gurus are looking for answers to questions of where and how to move forward. In fact, a low-cost transformation of the entire industry is taking place, in which the old patterns are falling like dominoes.

International associations, trade shows, fairs and institutions are somehow defying the reality with some financial leveraging,

but the difference between the convention economy class and convention business class is becoming larger. Despite some different illusions,

most of us in the meetings industry live from the economy class that shares the fate of an increasingly poor European middle class, forced to save strenuously, which is propagated by Germany.

It seems that we have forgotten that we are all sat on the same congress plane and the crash may be devastating. First, we must determine for our region in which class of congress plane flying into the bright future we are sitting. And don’t forget, no plane has ever stayed in the air.

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Column

Europe’s Troubles Could Mean Opportunity Things won’t get worse

Gary Grimmer

Gary Grimmer is CEO of GainingEdge a global meetings industry consulting firm.

GainingEdge supported the development of the Serbia Convention Bureau.

Europe is going through some tough times, but often there is opportunity in adversity. The key is finding it and taking advantage of it at the right time. In a lot of ways, this may be the right time for SE Europe.

How the GFC has Been Bad for Meetings If Europe’s current economic woes are the second trough in the “W’ shaped GFC, we already learned from the first round what it meant for the meetings industry. In general it meant contraction – not the widespread cancellations that some might have feared.

Meetings got smaller. In economic downturns, corporate travel budgets tighten. When that happens fewer people go to conventions, fewer exhibitors participate on smaller stands and incentive groups shrink in size and travel shorter distances. But, when compared to the severity of the economic crisis, the meetings industry has demonstrated remarkable buoyancy.

Times got tougher, but we prevailed. We don’t look around and see lots of people going out of business.

So, will the second “V” in the “W” bring more of the same? While it will likely delay our resurgence, there’s an argument that the current hard times have already been factored into the market. Both people and corporations have already cranked things down pretty tight.

In other words, things won’t get worse. Add to that the positive signs that are beginning to

emerge in relation to European governments doing what it takes to secure sovereign debt and one might even begin thinking positively about growth.

But, before we get too giddy over our future prospects, it does seem likely that continued pressure and scrutiny on corporate travel budgets will slow the rebound in the meetings industry. In addition, there will likely be continued pressure on meeting planners to justify their ROI – and in the case of meetings ROI means lowering costs and increasing delivery. So, cost pressures will likely remain indefinitely.

How the GFC Might Actually Benefit SE Europe Cost conscious meeting planners could actually mean continuing good news for SE European destinations which can usually offer high quality meeting experiences at lower costs that are common in Western Europe.

In addition, SE European cities offer new alternative meeting destinations.

In fact, the numbers of international meetings have grown since the onset of the GFC, albeit more slowly since 2008 when the crisis began.

In the 5 years prior to the GFC, the Compound Average Growth Rate (CAGR) of meetings in SE Europe was 11.1% while it was 8.3% in Europe as a whole. That growth rate since the beginning of the crisis (2008 – 2011) has fallen significantly, 1.4% in SE Europe and 1.8% for Europe as a whole.

However, when looking at growth rates, it’s important to keep in mind that Western European destinations tend to be more experienced and organised in efforts to secure meetings. As SE European destinations become more proficient, the regional CAGR should grow more dramatically.

During the GFC (data from 2008 – 2011) there

are nine SE European countries that have hosted 15 or more meetings in every year.

The chart (attached) shows the CAGR for those nine countries when compared to Europe as a whole. One possible difference between those that are growing and those that aren’t may be the relative intensity of their bidding activities. The stand-out on this chart is Serbia. While Serbia started from a lower base than the other eight, its growth is still significant and it now holds the 5th position in total numbers of meetings behind Turkey, Greece, Hungary and Croatia. The point is that proactivity matters and when all SE European destinations begin bidding more successfully the whole region, just like Serbia, will be comprised of rising stars.

Another revealing fact relates to the list of second tier destinations in Europe, those hosting 100 meetings or less in 2011. In that category there were 8 growth countries in Eastern Europe (countries whose number of meetings went up in 2011) compared to only 3 in Western Europe.

Finally, and perhaps more significantly, SE Europe’s market share of all ICCA meetings reported for Europe rose from 11.6% in the years prior to the GFC, to 12.6% between 2008 -2011, during the GFC. While that is a modest increase in share, it does suggest that SE Europe has grown in popularity during the global downturn.

So, How to Capitalize?

Now that Europe’s economic challenges have magnified, we may see a further increase in market share for SE Europe. History suggests that the number of meetings will stay the same, or grow modestly. However, European meetings should increasingly choose “value destinations” that can deliver at lower cost.

In a European context, SE Europe represents the best opportunity for increased value.

7

In my view, those SE European destinations that successfully address these five issues should do very well in the next few years.

The region has major upside potential, and these hard times are actually a good time for destinations to focus even more on the convention and incentive markets.

Those who act now will win the future and those who wait will miss the boat.

Growth Rates Since the Global Financial Crisis % Growth in ICCA Reported Meetings (2008-2011) 35 30

2. Intelligent targeting – Before a destination can be effective at bidding, it needs to be smart about identifying and prioritising those meetings that it should pursue. This means a smart analysis of the types of groups with which it can be most successful and the research needed to find the best prospects.

25

3. Strategic Research – Many destinations treat all bids the same. But, winning destinations customise bids for each group and do the research necessary to fine tune their bids to appeal to what the decision makers care most about. Bid specifications are the official criteria. However, decision makers

0

CAGR

20

-15

Serbia

Romania

-10

Turkey

-5

Croatia

5

EUROPE

10

Hungary

15

Slovenia

1. Proactive bidding – When it comes to conventions, if you don’t invite them, they don’t come. There are exceptions to this rule, for instance China. China doesn’t proactively bid, but the conventions come anyway. That has to do with the fact that China is the world’s fastest emerging economy and is a huge market with a population of 1.3 billion.

If you aren’t China, then you need to invite them.

5. Strong Coordination – When a destination has a convention bureau that is helping to coordinate bids in partnership with a supportive local supplier community it is at a distinct advantage. Meeting planners want coordinated bids – they don’t want to hear from a number of different service companies.

How well organised is your destination?

Bulgaria

If market share in SE Europe does begin to rise the question at the destination level is how to capitalise on that market growth. Here are a few suggestions:

4. Good Systems – If a destination wants to grow its convention and incentive business, it needs to develop a “bid factory.” But, to do this, the bureau needs a CRM database to keep things organised. Trying to run a proper convention bureau without a CRM system is like trying to run a company without Microsoft Office.

Greece

My guess is that we’ll start seeing those market share numbers begin to rise even more dramatically now.

often have preferences, likes, dislikes and concerns, and these are the unofficial criteria.

Focussing on these hot buttons better than your competition does is often the difference between winning and losing bids.

Slovakia

To put this fully into perspective, consider that the average European convention chooses its destination 3 to 4 years in advance. The GFC began in 2008 when most people were planning conventions for 2011 and 2012. That means that any move to SE Europe due to lower meeting costs would only begin showing up in ICCA’s 2011 numbers.

8 Interview

9

ZULKEFLI HJ SHARIF

Interview

It is without doubt that the business events industry in Malaysia is steadily on the rise

Zulkefli Hj Sharif is the Chief Executive Officer (CEO) of the Malaysia Convention & Exhibition Bureau (MyCEB), established in 2009 by the Ministry of Tourism, Malaysia.

As the CEO of the non-profit organisation, Zulkefli led and oversaw the formation of the bureau and is responsible for strengthening the marketing and development of Malaysia as a preferred destination for business events in the region.

Prior to this position, Zulkefli has extensively held various positions with Tourism Malaysia in international marketing, promotional support, research, including over 10 years with the Conventions Division and a 4-year stint as Director of Tourism Malaysia in Stockholm, Sweden.

With a career spanning over 20 years in the business events and tourism industry, he has been instrumental to Malaysia’s success in securing new business and staging of international and regional events. Some of these include the largest convention held in Kuala Lumpur to date, the 18th FIGO World Congress of Gynecology & Obstetrics 2006 (8,300 delegates) and the Perfect Travel China Incentive Conference 2007 (8,500 delegates).

Zulkefli holds a Master of Business Administration (International Business) and a Bachelor of Science from University of Bridgeport, Connecticut, USA.

With the Asian tiger still roaring within a world economy facing difficulties, what are your goals for attracting international MICE events and where do you see the greatest potential? Also, what are your targets for the next five years to achieve this?

Malaysia’s success in becoming a major player in the business events arena in the region is very much dependent on the collaborative efforts between the government and industry to bid for and secure business events as well as to facilitate successful events when they are being hosted in the country.

Our short term goals are concentrated in this area because we see the most potential in our industry partners, which include event planners and local associations. Our aim is to be one of the top 5 destinations for international conventions in Asia Pacific (our current ranking is 7th, according to ICCA 2011 Statistics.) In view of that, we have introduced several initiatives in order to meet our targets.

Which of these initiatives do you think differentiates Malaysia and helps meeting planners and associations choose you in the hard-fought bidding process? Are you planning any new initiatives in the coming months/years?

MyCEB was established in 2009 by the Ministry of Tourism, Malaysia, to further strengthen Malaysia’s business tourism brand and position for the international business events market. It serves as a central hub to assist meeting and event planners to bid for and stage international business events in Malaysia and act as a conduit for national product development.

MyCEB has launched a series of programmes and initiatives not just to assist meeting planners and associations, but also to raise the profile of Malaysia in the thriving and competitive global market, such as the Subvention Programme, Industry Partner Programme, Kesatria 1Malaysia Programme,

Professional Conference Organisers (PCO) Partner Programme (PPP) and Association Development Programme.

How closely does MyCEB continue to work with the local/national government in demonstrating the benefits of ongoing promotion of the MICE industry? Have you been able to secure funding streams through such ongoing collaboration and, if so, do you use this to offer subventions as part of your event bidding?

As MyCEB has been established by the Ministry of Tourism, we work very closely with the government to uplift the status of Malaysia as a more desirable destination. The development of close links with government ministries is a primary focus of MyCEB. Recognising the potential in the business tourism segment and given its high-yield visitor attraction, the government has provided funding amounting to RM50 million for 2012 under the Economic Transformation Programme (ETP) to strengthen Malaysia’s competitiveness in the global industry. A portion of this funding has been allocated to subvention.

Have you considered the benefits of working as a region (Malaysia/Singapore/ Philippines, for example), like the South East Europe model? Have there been any discussions about this? Do you think a regional approach might be able to more strongly compete with the huge and growing MICE market of China?

There is definitely an edge in working as a region. As a matter of fact, I am very thankful to be recently elected as the President of the Asian Association of Convention and Visitor Bureaus (AACVB). Despite our differences in language and culture, I am confident that we have a common understanding and goal to steer Asia towards greater success in the international business events marketplace.

MyCEB promotes the fact that it is part of the ASEAN region which alone has a population of over 600 million people and is one of the

10 Interview

fastest growing economic regions of the world.

This allows for Malaysia and its neighbours to collectively promote the region as a strategically important location for meetings and events.

As for competition with China, we do not consider it as competing, but instead recognises the country as one of Malaysia’s biggest target markets. This is especially true for the corporate and incentive markets.

Within the South-east Asia region, which cities/countries do you look to as best practice in terms of how they have developed the profile of their MICE offer over the past decade? What are the most important lessons you think you can learn from them?

Singapore is a formidable friend in terms of competition, and we appreciate its best practices. Singapore has excelled in its

infrastructure and architectural development of the city. They are creative in terms of tourism efforts and these have proven to be successful for their industry.

As for lessons, I think Singapore has proven that despite its size, the determination and forward thinking has enabled them to successfully place themselves as an attractive business events destination.

Have you organised any partnership arrangements within the region for the purposes of knowledge transfer? If so, can you share some of these with us and what you have learned?

The first phase of partnership development for MyCEB has been on the national front through initiatives such as the Industry Partner Programme, PCO Partner Programme and Association Development Programme.

MyCEB has also been working towards closer

engagement with key industry associations such as IAPCO, ICCA and UFI. For example, we partnered with Association of Professional Congress Organisers to host the IAPCO regional seminar to provide professional congress management training for meeting and event planners.

MyCEB and our partners also work closely with ICCA to encourage industry engagement with the international market as well as provide business and professional development opportunities for the region.

Joint activities have included the Researchers Roundtable, educational seminars and the ICCA Asia Pacific Educational.

According to ICCA statistics the number of meetings taking place in Malaysia since 1999 has rapidly risen. What is the story behind your success?

It is without doubt that the business events

11 Interview

industry in Malaysia is steadily on the rise.

Malaysia’s success can be attributed to a number of things such as the collaborative efforts between industry and government and the positioning of Malaysia as an excellent staging place for organisations wanting to enter the Asian market for the first time.

According to data released by ICCA, Kuala Lumpur staged 78 international association meetings, jumping two places up the ladder to finish 21st in the world city rankings and securing the top five position in Asia Pacific.

Malaysia is ranked 29th country overall, retaining its position as one of the top 10 meeting destinations in Asia Pacific.

According to the report, the number of international association meetings hosted in Malaysia grew from 119 to 126 in 2011 - testament to the interest and confidence from global associations on Malaysia as a premiere meetings destination. A good example is the success in hosting the 2011 Institute of Internal Auditors International Conference in Kuala Lumpur with 2,200 participants from 93 countries worldwide.

This is the largest number of participants that has ever been recorded outside the USA. This year, Malaysia successfully hosted the prestigious World Gas Conference 2012 (WGC2012) with a record breaking number of 5,299 delegates and 13,803 visitors.

Reaching 29th place in ICCA's 2011 ranking with 129 meetings still leaves 28 rungs to the top of the ICCA ranking ladder - what are your goals for the future?

Our goals are divided into short and long terms. Our long term target is to continue with our goal to establish Malaysia as a leading business tourism destination and to grow business tourism arrivals from 5 percent to 8 percent of the overall tourist arrivals; which translates to an increase from 1.2 million (2009) to 2.9 million by the year 2020. Together with the government and industry partners, MyCEB is on a mission to position the country as one of the Top 5

destinations in Asia Pacific for international meetings based on the ICCA rankings.

Can you tell us about some of the most important meeting facilities in Malaysia and also outline the plans for pipeline projects?

Our most important facilities include our venues. Malaysia has a growing number of venue options for small to large scale conventions including the Kuala Lumpur Convention Centre. It is Asia’s first Green Globe Benchmarked venue. We also have the Borneo Convention Centre Kuching, the first purpose-built convention centre in Borneo to accommodate conferences, exhibitions and multi-dimensional events. There are also many new developments in the pipeline like KL Metropolis which will include the new MATRADE Exhibition Centre, Subterranean Penang International Convention & Exhibition (sPICE) and the Johor Persada International Convention Centre.

This year you made an extra push to attract European clients. How important is the European market for you? Are you looking for more corporate or association clients?

MyCEB has strategically placed resources in Europe and North America as they are key source regions for the international association market. Over 59% and 20% respectively of all international association headquarters are located in these two key markets. Europe is also a major source of delegates that attend international conventions.

Although our primary markets for incentive and corporate groups are within the Asia Pacific region, Europe is an important medium to long term market. To stimulate both short haul and long haul markets MyCEB has put in place a number of new initiatives; Europe is one of three markets in which MyCEB has direct sales and marketing representation, product development activities to re-design and promote Malaysia’s incentive product offering are in progress, we look forward to expansion of MyCEB’s tradeshow and road show programmes in collaboration with industry partners and the development of the Malaysia Twin Deals Europe incentive programme.

Robert Cotter

12 In focus

TO BE OR NOT TO BE...

Are subventions becoming a must for destinations to win bids?

The first words could be rephrased as “To bid or not to bid...”. Subvention schemes for international conventions, either at the city or the national level, are not a novelty in our business environment. There has been a buzz about them for a while, and they are clearly becoming an increasingly important asset in the strategy of destinations wishing to improve or reinforce their position on the international meetings market. However, what I have noticed over the last few years is more media attention and research done by industry associations on how widespread this kind of support is, and what destinations offer to persuade clients to choose them in the light of strong international competition.

Tatjana Radovič

Why are some cities climbing the rankings faster than others? Is it extra investment in facilities and promotion? Government recognition of the benefits of business events?

Subventions? Is it cash or other inducements?

Is it only meant for the international association market? What are the criteria for conventions to qualify?

The comprehensive ICCA Sector Destination Marketing Survey 2012, which was carried out this spring, also addressed this issue.

The working group, chaired by Christian Mutschlechner of the Vienna Convention Bureau, comprised six other members with a strong professional profile in the industry.

With the participation of 131 convention bureaux (city, regional or national, 65% of which European) out of 281 sector members, the analysed results are definitely relevant.

Hall,) 37.9% cash, 33.3% free public transport and 8.0% pre-financing model, while 42.5% also reported other kinds of support.

In comparison to the previous survey, carried out in 2007, a higher degree of awareness among politicians or local decision makers was reported.

As many as 24.2% of the respondents stated an important increase, 54.7% an increase in support/awareness, 13.3% no increase and 7.8% pointed out that there was an increase in awareness, but a decrease in funding.

Less than a year ago I read with interest an article in the industry media on a new report entitled ‘Subvention and Bid Support Practices for International Conferences and Events in Britain’, commissioned by the Business Visits & Events Partnership (BVEP) as a part of the Britain for Events campaign.

The document stated that the UK is at a ‘clear competitive disadvantage’ when bidding for major international conferences and related events. The report, which looked at the extent to which UK destinations may be placed at a disadvantage because of the levels of support offered by key competitors, concluded that

Britain must address the threat posed by new and emerging destinations and Touching the topic of suggested it should adopt financial support and whether free services were a more innovative, creative provided, 62.7% responded and joined-up approach to bid support. positively and 37.3% negatively.

Further recommendations and action were exThe top four answers to the kind of support offered were: 80.5% welcome reception (City

pected through the involvement of the highest governmental bodies with control over tourism.

13 In focus

The report noted that the average annual subvention budget for the UK destinations surveyed was around €28,200 (excluding inkind contributions) as opposed to an average of approx. €395,000 for the overseas events destinations surveyed, all of which were provided by individual cities or municipal governments’ budgets.

Michael Hirst, OBE, chairman of BVEP said: “Increasing the number of events staged in Britain should be an essential part of the government’s growth strategy because of their ability to position Britain at the very forefront of knowledge exchange, professional development and technical, medical and scientific advancement, and in employment creation and in new investment, innovation and technology transfer.” These words could be actually interpreted as the universal credo of all destinations investing in the growth of the meetings industry.

The ways in which destinations and venues bid for meetings from associations and professional conference organisers (PCOs), or business events from corporates, has changed to a large extent.

This was the conclusion drawn by a debate among experts across the meetings industry, organised by IAPCO (the International Association of Professional Conference Organisers) at last year’s EIBTM (European Incentive Business Travel and Meetings) show in Barcelona. All parties at this seminar, chaired by Philippe Fournier, IAPCO President, discussed the key issues based on four questions they had shared with their respective colleagues.

47 convention bureaus, 12 associations clients and 12 PCOs contributed their views on how

the bid procedures have changed, what are the new demands from clients, how do Core and In-House PCOs affect bidding and what is the influence of Social Media in this. Anne Wallin Rødven, VisitOSLO Convention Bureau, Ben Hainsworth, European Society of Cardiology and Michel Neijmann, K2 Conferences (PCO) summarised the survey they had carried out and added their personal experiences to this.

The more obvious changes in the bidding process were highlighted first, such as the move from glossy bid books to online submissions, along with the demand for ever-increasing subsidies, subventions and donations to assist the event’s bottom line.

Perhaps less obvious was a shift in the fundamental principle of selection, stressing that the mind-set of associations had changed, as they now primarily take into account their own objectives. The selection is therefore regarded as a political and strategic issue based on objective assessments.

Meanwhile, convention bureaux stressed the financial changes. Anne Wallin Rødven said that some 20 years ago, there was a move to fight against the competition from cities providing subventions, whereas now they are a fact of life.

Some associations would only go to a city where there are financial incentives, and the level of VAT can be a deciding factor, too.

CSR was not felt to influence the process, as it is now considered a standard and bids are expected to include information in terms of both legacy and carbon footprint, therefore the selection process is generally not impacted by such considerations. Although social media was not currently viewed as a crucial factor to the bidding process, its growing influence

in the future was acknowledged. It was also agreed that the reputation, or perception, of a destination could be rapidly changed by active traffic on social media, which might well affect the selection decision. There was also consensus that social media could benefit conferences, and therefore good skills in this area identified within a bid could enhance the overall submission. Finally, it was acknowledged by the panel of experts that core PCOs can help considerably in the bidding process, and are often influential in the selection. This is because they push the destinations and the convention bureaux to provide the best deals and solutions for their association clients.

There is no standard model as to how destinations are approaching the issue of subventions and enhancing their attractiveness on the marketplace by means of »incentive packages« aimed at congress organisers. The criteria are different, most often supporting events of a certain size – however, there are exceptions with schemes provided for events with less than 200 delegates.

There is a clear trend showing that more and more cities and countries are seeing congress subsidies as a viable marketing investment.

This topic is also becoming a standard element in questionnaires that destinations compile at an initial step of the selection process. This helps associations to perform a benchmark and shortlist cities in a more transparent way. A “standardised” support scheme, visibly communicated in all the marketing and sales tools, undoubtedly gives destinations a competitive edge compared to those that provide no such solution. And, even if I do not hold a crystal ball, I guess that the demand for such concessions will even increase in the future.

14 In focus

Short CVB Interviews on Congress Subventions

1. Do association or corporate representatives request subventions to organise a meeting in your destination? If so, what kind?

2. In what way do you support organisations if they choose your destination?

Goran Pavlović, Head of Opatija Convention & Incentive Bureau

provided through the services of the Opatija Convention & Incentive Bureau by obtaining local permits, securing reservation of public buildings for events, communication with the city government and other local institutions, advising about venues and service providers, etc.

1: It is mainly associations, and rarely corporate, that organise meetings in Opatija and ask for support for their events, but subventions are not very often the case. Subventions are usually approved for international association meetings for subsidising airport transfers due to insufficient regular connections from Zagreb airport. In other cases, Opatija Convention & Incentive Bureau supports organisers of meetings with different services that help them in the promotion or the organisation of the event.

2: According to the organisation’s request and depending on type of event, its significance and importance for Opatija, its size, number of bed nights generated and any other relevant facts, support is discussed and agreed to the satisfaction of both parties. Support for organisations choosing Opatija for their meeting is usually provided in kind or by way of services. Apart from promotional material about Opatija for meeting participants, special packages for guest speakers and VIPs are prepared. The main support is provided in several ways; most common is the setting-up of the welcome banner over the Opatija main street and roll-ups for the meeting room.

Occasionally we also organise a welcome cocktail, sponsor a coffee break or organise an Opatija sightseeing tour or excursion. In case of an international association meeting we may sometimes organise an entertainment program for official ceremonies. In rare cases support can be provided by placing an informative ad to the conference program book or similar documentation.

Support to organisations is very often also

Miha Kovačič, Director of the Slovenian Convention Bureau 1: There are international organisations and PCOs who are organising international association congresses and are asking for support from the hosting destination, but it is also in the interest of the hosting destination that the association congress is a success.

In this sense the client and the supply side/ destination are working together to the benefit of the congress and its participants.

Destinations that are better organised and are aware of the value and benefits of the association congress are prepared to invest more to host a particular congress. And so we come to talk about subventions, which can also be offered in low season dates.

Unfortunately Slovenia is not yet at the stage where it could offer subventions for congresses. At the Ljubljana city level we have formed a strategic alliance of the supply side in order to attract more association congresses to the Slovenian capital. In this case we could again talk about subventions.

2: The Slovenian Convention Bureau is offering professional support to organisers seeking to organise an event in Slovenia. In cooperation with our members we prepare national bids.

For particular events, in cooperation with the local host we host inspection visits and

15 In focus

individual meetings with the supply side.

In addition to this we offer assistance with marketing of the destination in order to raise the interest in Slovenia among congress delegates.

and Slovenia convention bureaux) with the aim of attracting more international events to the city. We are currently establishing a support scheme for events with over 500 delegates. For events with less attendees we define the possible support on a case by case basis, also taking into account the individual requirements of the association in question.

Jan Oršič, Project Manager at Ljubljana Tourism / Convention Bureau

Kadri Karu, Managing Director of the Estonian Convention Bureau

1: More and more international associations have started to include subventions as an item in their RFPs or bid guidelines. City subventions therefore represent an increasingly important factor in the destination selection process.

This support varies from destination to destination and includes sponsored events, like welcome receptions, free public transport, reduced rental fees for venues, or even direct financial support. Most often, clients expect the city hospitality, especially with regard to the first two items, which is also our own experience.

2: In Ljubljana we provide complimentary marketing material, city brochures and maps for delegate packs, pre-marketing support, delegate boosting assistance and an on-site welcome desk with our staff during the event (the latter two for larger events). The Ljubljana CVB also facilitates the involvement of the City Hall / Mayor and is the liaison between the organisers and the destination throughout all stages of the event. Apart from site inspections we often cooperate with clients in the preparation stage and right up to event execution.

This year the Ljubljana Strategic Bidding Team has been established as a network of the major suppliers in the destination (congress centres, hotels, PCOs, DMCs, the Ljubljana

1: Companies rarely ask for subventions but associations do that quite often. They are interested in overall support by the destination – both financial and in-kind. In addition, of course, also CVB support in finding the best solutions and right local contacts.

2: The CVB assists organisers with information, contacts and ideas, promotional materials and PR support. We are always there and we are the single point of contact.

The Estonian local government, state organisations, universities and companies sometimes support events financially or in-kind: with free venues, organising social events, and providing their services or products free of charge.

Also, there is a state support scheme introduced by the Estonian Tourist Board/ Enterprise Estonia that supports international conferences, cultural and sports events financially. It is not possible to apply directly by international association but there must be an Estonian counterpart, a local organiser, that can apply.

Nik Račić, Director of the Croatian Convention and Incentive Bureau of the Croatian National Tourist Board 2: The Croatian Convention and Incentive Bureau (CCIB) of the Croatian National Tourist Board, as well as individual city and regional convention offices, are helping the potential convention and incentive organisers during candidature presentation phase, presentation organisation, and certain technical elements needed to successfully organise conventions and incentives.

To be more precise, CCIB co-finances the visits of Croatian representatives, professors, PHDs or representatives of organisation committees during the presentation of Croatian candidature for hosting conventions or incentives. It also participates in the expenses of study tours of visitors from international organisations and corporations responsible for making decisions regarding the organisation of a certain convention or incentive. City and regional convention offices also bear accommodation expenses of international corporations’ and organisations’ representatives when a certain convention is held in Croatia, within their destination or region.

CCIB, as well as city and regional convention offices, offer logistic support to convention organisers and in certain cases provide high quality promotional and information material.

Croatia is only able to achieve the high results on the international convention and incentives market thanks to these constant synergic activities. Therefore we very much provide the financial and logistic support for Croatian candidatures, however not through issuing fixed grants, but through targeted support to organisations and individual organisers of conventions and incentives on concrete projects and based on relevant data.

16 In focus

Short CVB Interviews on Congress Subventions

1. Do association or corporate representatives request subventions to organise a meeting in your destination? If so, what kind?

2. In what way do you support organisations if they choose your destination?

Igor Kovačević Manager at Serbia Conention Bureau 1: Financial sustainability of the association events is a very often issue with domestic events especially. On one side reason for this is the fact that associations are not trying to work harder on the sponsorship, and for them is easier to contact us or other government institution to ask for the subvention. In the same time, local PCOs are not complete familiar with sponsorship management of the events, and are waiting for local association to fill the budget. We, as national CVB, are not giving any kind of direct financial contributions to domestic events. On the other side, when it comes to international association events, the financial subventions are not an issue, since they are managed by HQ and years in advance budgets, terms and conditions, sponsors are already known.

2: There are several types of our support. Prior the event we, together with local service providers, are organizing and covering the cost of the site inspections, and we are taking care of all the logistics and requested meeting arrangements. Also, we are covering travel/ accommodation costs for some of the decision makers within international association, when they are coming to domestic events, as well as the costs of destination presentations in the event prior. Entire process of biding is also under our auspices and the cots that come with it. Besides explained subventions, we are providing in-kind as well, via our mobile application “Serbia Destination” and its special feature “Delegates”. We also provide touristic brochures for delegates material, congress welcome desk at the Airport and similar.

18 In focus

BEATA PALIS´ The city supports the development and promotion of business tourism

First of all I would like to know how satisfied you are with Krakow’s position in the ICCA rankings?

I am glad that Krakow has improved its position over the years. I am certain that this result will be even better in the coming years and that Krakow will try to level with the cities that are in the lead.

Beata Paliś is the Head of the Krakow Convention Bureau and General Manager of the Project Team. Since graduating from the Faculty of Management and Marketing at the Krakow University of Economics and completing the International Tourism Management postgraduate course at the Krakow Business School of the Krakow University of Economics, as well as European Executive MBA studies, she has been working for over a decade in the field of tourism and city promotion, before which she headed the city promotion department.

She has coordinated many important promotional ventures, events and anniversaries taking place in Krakow, as well as advertising campaigns, and has contributed to the creation of the the city’s first promotion strategy, coordinating its implementation. She also initiated and headed the “Museum product for selected cities around the world – promotion of museum routes in Europe” EU project, and acted as Deputy Chairperson of the Programme Committee. She authored the draft action plan in the area of business tourism marketing for Krakow for the years 2011 – 2014.

What has happened in last ten years to take you from the 12 congresses of 1999 to a figure of 40 in 2011?

Krakow has developed dynamically as a city of business tourism. New places where congresses may be organised and new hotels are being constructed. Krakow – a city where tradition and history are combined with modernity – becomes ever more a centre of business tourism. On the one hand we have the Old Town inscribed on the first list of the UNESCO World Heritage Sites, and on the other hand the hotel and conference infrastructure, including unique facilities, is becoming ever more abundant.

A new ICE congress centre and a Sports and Entertainment Arena are under construction.

Each year in Krakow, ca. 9,000 business meetings are held.

The city supports the development and promotion of business tourism – the city authorities are aware of the potential of the meetings industry and make efforts so that Krakow can become an important centre of this branch of tourism in the future.

In 2004, Krakow Convention Bureau was established, which is very active in the meetings industry market. The city has also changed its promotional strategy to date by introducing business tourism in it.

One of the main topics in this issue is congress subventions - how important are congress subventions in meeting industry today? Do you offer any congress subventions?

Our aim is to acquire such business meetings that generate the greatest income for the city and have, consequently, the greatest

impact on its economic development. The role of the Convention Bureau, its assistance as regards counselling and informing, communicating information on the city, and the tourist promotion of the city are certainly of particular importance. The role of the Convention Bureau is to promote the city as a destination for the meeting industry and not to organise business meetings. The city may join in the organisation of the meetings, which significantly and directly contribute to its promotion. Everything depends on the type of meeting and its nature.

Do you believe congress subventions will become even more important in next few years?

We would like the congresses and other business meetings to bring maximum profits and translate into economic development.

Whether subventions will be of significance to the meeting industry in the future or not will certainly depend on the global economic situation. Nevertheless, we need to be aware of the profits gained by the city and the region due to the meeting industry, and know which business meeting we should strive for.

In collaboration with its partners, Krakow Convention Bureau is currently implementing a project which will help us evaluate the economic impact of the meetings industry on the economy of Krakow.

When developing the meeting industry in one destination, how important is political support from the region?

The political support is very important, in particular the awareness of the people shaping the policy of the city and of the whole region that this sector of the economy is tremendously important. It is these people that decide on the significant strategic measures of the city and the region – by making decisions on the funds and investments.

Where would you like to see Krakow in next 10 years time and what will you be doing to achieve that?

19 In focus

In 10 years, we are bound to see Krakow in the lead of the meeting industry cities. The city will be recognisable on the map of business tourism as a modern destination, albeit with

tradition and a huge potential (as it really is) in this branch of tourism. Krakow will be a perfect congress city.

20 In focus

´SK: A STORY GDAN OF SUCCESS Almost every month a new flight connection is being opened

Gdan´sk, the Hanseatic city of ‘Freedom, Solidarity and Amber’, with over a thousand years of history, should, one might say, not be difficult to ‘sell’. But put it on the map alongside other similar cities in the world, including other Polish cities, each competing to get as many conferences as they can, and the picture changes. For five years, therefore, we have been implementing our strategic goals to make Gdan´sk one of the leading conference destinations in Poland. Looking at our results, especially the ICCA report listing us third in Poland for the number of association meetings organised in 2011, and we can say that we have already achieved it. So, how did we manage to do that?

Anna holds a Masters degree from the University of Gdańsk’s Faculty of Management and Marketing. She graduated with honours from the State University of New York (SUNY) with a Major: Associate Degree in Business Administration (major subjects: marketing, human resource management, accounting, law). Since May 2007 she has been working in the Gdańsk Tourist Organization and Convention Bureau, initially as Director of the Bureau and since September 2009 as Chief Executive Officer. Anna actively participates in the promotion of Gdańsk and the Pomerania region as an attractive destination for business tourism, among others as a representative of the City of Gdańsk in the Baltic Sea Tourism Commission and as the member of Meetings Professionals International (MPI) and the Vice President of MPI Poland Club. Recently she has been elected as the Chairperson of the International Congress & Convention Association ICCA Central European Chapter for a two-year term. She has also participated in many national and international conferences on marketing tourist destinations, where she acted as an expert in this field.

Gdan´sk Convention Bureau promotes the whole Pomerania Region including the neighbouring cities of Sopot and Gdynia, which together with Gdan´sk is called the Tricity, so we are actually not the city, but rather the regional convention bureau. As the Tricity we have over 7851 beds in 2, 3, 4 & 5 star hotels. Many international hotel chains have already trusted us, among them being Hilton, RadissonBlu, Sheraton and Accor.

Over the years more and more conferences are being organised in Gdan´sk and the region, including the WOCCU Congress (World Council of Credit Unions) this summer.

Our statistical research shows that in 2011, 5086 business meetings were organised, which is 63% growth compared to 2010.

Accessibility is one of the most important elements of the bid process that very often determines if the destination is taken into consideration. Almost every month a new flight connection is being opened. Right now we have 69 direct flights to 59 destinations.

The Gdan´sk Lech Walesa International Airport is modern and well situated, only 15 minutes drive from the city centre. The brand new

passenger terminal has just been opened that increased the passenger capacity of the Gdan´sk Airport by 100%, from 2.5 to 5 million passengers (PAX) per year.

Over the last couple of years we also got some great new infrastructure thanks to the EURO 2012 football championships taking place right now in Poland and Ukraine. First of all is the brand new stadium PGE Arena, in the colour and shape of Amber and recently awarded the ‘Stadium Business Awards’ in Turin, Italy, where the jury recognised its outstanding form and function. At the stadium a seated banquet with an arena view can be arranged for 800 people. Next to this venue is also the brand new AmberExpo, the Convention and Exhibition Centre with a total available meeting space of 24,000 sq.m. We also shouldn’t overlook the new roads and railway connections to facilitate these facilities...

Putting modesty to one side, we are considered to be the most active CVB in Poland, because I believe that the most important thing is the people you work with and

our GCB team is a great combination of professionalism, enthusiasm and passion.

If you love what you do, and we do love our job, it shows and it gives the great results.

I also believe in power of social media. In my opinion it’s the cheap and easy way to increase your company profile. This is why we recently engaged the following social media with our company profile: Twitter, LinkedIn, YouTube, flickr and foursquare. It’s a pity that not many destinations use it properly. For two years we have been pretty active on Facebook, where our profile receives many positive comments.

PR is also crucial - meaning writing good stories about what is going on in your destination and your bureau and sending in out to the right media. Almost every week

21 In focus

some news about Gdan´sk is printed, giving us great visibility and making me proud, because almost everyone has heard about our city as a conference destination.

Active membership in international organisations such as ICCA or MPI is also very important. And when I mean active, I mean not only paying the fee, but participating in the associations meetings, spending your personal time, and getting involved. Then, and only then, will it bring results. Proof of just how active we are is in my recent nomination for the Chairperson of the ICCA Central European Chapter. I am also Vice President of Membership in the MPI Poland Club.

On local, Polish ground, we organise many workshops and trainings. They are mostly free of charge for our members and the whole tourism branch in the region. We invite international experts to speak about the meeting industry. We are also often invited to speak about our experience as the growing business tourism destination.

I believe we shall focus on industry innovations - it is a must.

This is why we have just launched the new design of our website, www.gdanskconvention. pl , where meeting planners can find all kinds of information about Gdan´sk & Region in a clear, modern way. Last year we introduced a new online tool called GCBstats to collect statistical data illustrating the local meeting industry market. Thanks to that, venue managers can fill in the data whenever they want and, moreover, they can generate their own reports! The tool significantly helped us to convince venues to give us statistical data.

On the website there is another tool available, dedicated to tourism products and grouped into four themes: Solidarity, Sea, Amber and Castles, where incentive offers can be uploaded for free.

Further proof that innovative products are very important for us is that we are working on the new, GCBeVent app for meeting planners.

This is going to be a real hit! The advantage of Gdan´sk GCBeVent will be its availability for all mobile systems: Android, iOS (iPhone), Blackberry and Windows Phone. It will allow delegates to communicate within the business event, they will be able to view all of the information prepared by the organiser e.g. a detailed agenda, with the possibility to personalise the program (choose your own path from parallel sessions), urgent changes in the programme, information on sessions and keynote speakers. We will start using it at the beginning of September. I can’t wait!

Last but not least, traditional marketing tools and face-to-face meetings are no less important. This is why we attend trade shows (IMEX Frankfurt, EIBTM Barcelona), roadshows, conferences and association meetings recognised for their great networking and knowledge exchange as well as building professional relations. Another promotional activity that we also emphasise is submitting our promotional products (like films, publications, projects) to many national and international contests. I strongly believe it gives the destination a great visibility. For

example, last year we were awarded with the title of National Leader of Innovation. This year we entered the MIMA Awards... we’re keeping our fingers crossed!

We do not have the specific congress subventions yet – what we do is what every CVB should do, offer professional support and advice for business meeting organisers, support when choosing a venue, preliminary booking, giving out promotional materials, a welcome desk at the airport and venue information point, etc. But we are actually in the process of introducing this program to our officials.

I am working now on the new written document to introduce to the city officials.

I hope they will be willing to sign it and we will be able to launch the new subvention programme next year.

To summarise, I strongly believe that the combination of all the above-listed activities plus the hard work of the whole GCB team has made Gdan´sk one of the top meeting destinations in Poland. The subventions were not so important as the right promotion. A lot is going on in our destination, I am very optimistic about it and I am looking forward to the future.

22 Surveys

MPI’S ANNUAL BUSINESS BAROMETER 25 per cent of meeting professionals say their organisations are “very active in CSR.”

The number of meetings across Europe is expected to increase in the coming year, according to MPI’s Annual Business Barometer, which features current trends and future predictions by 1,277 MPI members across the globe. Here’s a look at the findings.

For the full results, visit www.mpiweb.org/ portal/research/businessbarometer.

Meeting and event counts edge up…

Meeting professionals predict a 2.9 per cent increase in the number of meetings next year compared to last—specifically up 3.3 per cent in Canada, 3.2 per cent in Europe and 2.8 per cent in the U.S. Projected change in number of meetings

Joyce Dogniez. After having worked as a corporate and association meeting planner for about 10 years, Joyce decided to join Meeting Professional s International in 2005.

In her current role at MPI she is tasked with the challenge of further developing the association in the EMEA region as Director of Development.

Europe

3.2%

…as meeting and event length creeps down.

Meeting professionals anticipate their events to be slightly shorter (by about 30 minutes) in the coming year—that’s 15 minutes longer in Canada, an hour shorter in Europe and 30 minutes shorter in the U.S. Projected change in meeting length Europe

One hour shorter

There will be slightly more money in the future…

Meeting professionals predict a budget increase of 0.9 per cent in the coming year—a 0.1 per cent increase in Canada, a 0.7 per cent increase in Europe and a 1 per cent increase in the U.S. Projected change in meeting budget Europe

Projected change in attendance 2.0%

Europe

Salaries vary greatly by profession and region.

U.S. suppliers are the best-rewarded workers in the industry (US$97,410), opposite Canadian planners ($75,150). Europeans make somewhere in between. But there’s a large gender gap in earnings across the globe.

Supplier

Planner

$90030

$84230

Europe

Suppliers

Planners

Both planner and supplier

Female $63,500

Female $69,200

Female $63,000

Male $125,360

Male $105,200

Male $92,000

It’s getting cooler to be responsible.

Large companies (by number of employees) are more likely to claim involvement in CSR than small companies. Overall, 25 per cent of meeting professionals say their organisations are “very active in CSR.” An additional 59 per cent say their organisations are “somewhat active in CSR.” European and Canadian meeting professionals claim a higher level of current CSR activity, as well as higher predictions for the future, than their U.S. colleagues, with the Europeans projecting the highest levels of future involvement.

EUROPE - Planners Very active in CSR

37.1%

Somewhat active in CSR

54.3%

Not at all active in CSR

8.6%

0.7% EUROPE - Suppliers

…and a few more delegates.

Meeting professionals overall expect attendance to increase by 1.9 per cent in the coming year, but it’s 2.0 per cent in Europe.

Very active in CSR

30.2%

Somewhat active in CSR

58.1%

Not at all active in CSR

11.6%

24 Gastronomy

SEXY CONGRESS RECIPES

‘MEDLA’ WITH THE CARNIOLAN LARD

TERRINE OF SMOKED TROUT

Ingredients 1 l salted boiling water 5dag butter 25 dag Millet porridge 10 dag corn flour - I substituted white flour with corn flour for visual impact 1 Carniolan sausage 1dcl sweet cream

Ingredients 20 dag smoked trout fillet 10 dag salmon fillet 0,5 l sweet cream 2 dcl sour cream 9 sheets of gelatine 1 lemon Caviar

Preparation Cook the washed millet in boiling salted water to which we added butter. During cooking, pour (podmet??) made from corn flour and water. Slowly cook it to the correct consistency.

Carniolan sausage should be arbitrary cut - lengthwise or crosswise into slices or rings. Quickly fry the cut slices in a hot pan until golden brown in colour. Also fry the cream in the hot pan.

First place the prepared ‘medla’ on heated deep plates. On it put toasted slices of sausages. If desired, drizzle with toasted cream and decorate with chives.

Preparation Finely chop the smoked trout fillet. Whip the cream. Also, finely chop half of the salmon fillet. In a bowl place the chopped salmon and trout, add the sour cream, finely chopped garlic, chopped parsley, a few drops of white wine and lemon juice. Stir and season with fennel, a little salt, but not too much because the smoked fish itself is salty enough, add pepper and fennel (fresh is better). Gently mix in the whipped cream.

Soak gelatine in cold water, dry it and melt it over steam. During this time we take moulds for ‘minjone’ and brush them with oil. We mix in the melted gelatine and stuff everything into moulds. Place in refrigerator to harden.

Remove the terrine from models cars, divide it onto plates, which were previously decorated with ‘rucola’ - it can be dressed with olive oil. On top place the remaining salmon terrine, which was formed with the models, but you can also simply wrap it. Decorate with red and black caviar.

www.jezersek.si

www.vivo.si

White wine Salt Pepper Fennel Garlic Parsley

26 Kongres at the Keyhole

AUSTRIA TREND HOTEL LJUBLJANA ★★★★

PREMIUM

ACCESSIBILITY The location is not central, but the hotel is very well connected by public transport and although not in the centre of town, in a small city like Ljubljana this means that you only need a five minute drive to the centre. Also close by are major ‘Bicikelj’ cycle rental points for the greener-minded conference guests. The airport is less than 15 km away.

FACT FILE CATEGORY

★★★★

OPEN FROM

2004, from 2007 Austria Trend Hotel Ljubljana

STANDARD

HOTEL WITH CONFERENCE FACILITIES

NUMBER OF ROOMS

Total 214 rooms in hotel **** 188 executive and comfort rooms, 26 apartments

ONLINE PRICE

138 - 242 EUR (September 2012)

ADDRESS

AUSTRIA TREND HOTEL LJUBLJANA Dunajska cesta 154, 1000 Ljubljana, Tel: +386 (0)1 588 25 00 www.austria-trend.at/hotel-ljubljana/

FACILITIES

Hotel restaurant Hotel bar Sense Wellness Club

FINAL MARK

chargeable). The hotel was initially managed by the Italian hotel chain Domina Hotel Group, taken over in 2007 by the Austrian hotel chain Austria Trend Hotels & Resorts, which has 34 hotels in the region.

4.03 – PREMIUM

LUXURY ★★★★★ PREMIUM ★★★★

ECONOMY ★★

BUSINESS ★★★

BUDGET ★

LOCATION The hotel is located on the main city entrance road into Ljubljana and is thereby easily accessible by major urban transport connections. A high-rise building next to the Ljubljana World Trade Centre, once considered to be the business centre of Ljubljana, it is close to the new city stadium and next to the main city roads. It is therefore not surprising that businessmen prevail amongst the guests, appreciating the underground garage and easy access by car (please note, parking is

COLD APPETISER – Architecture and aesthetics The hotel is situated between the WTC and a new office building on the Vienna road. The architecture of the hotel will not amaze you, as it is primarily a functional hotel building connected by an underground garage to the WTC complex. It is the same with the interior, which is minimalist and tailored for the business guest, but after a few years of use is in some places already calling for renovation and a little more “hotel candy”. At the time of opening, the hotel offered many bold technical innovations that have become completely normal today, meaning they can no longer be regarded as ‘features’. If you were looking for a classic case of the rule of content being more important than appearance, then the Austria Trend Hotel would be among your potential hits.

WARM APPETISER – Personnel and culinary offer After taking over the management of the hotel the Austria Trend Hotel undertook a series of smaller facelifts, but mostly worked with the staff and improving their qualifications and kindness. Do not expect culinary surprises at the hotel; a solid hotel board restaurant operates as well as a solid hotel bar, which can be negotiated to cater for closed groups.

More choosy groups can take advantage of one of the many excellent restaurants in Ljubljana.

MAIN COURSE – Congress and hotel offer The hotel is a classic city business hotel, which is quite inconspicuous and with trump cards of comfort, functionality and spaciousness. Comfort is associated with easy access, rooms with soundly organised space and usability. The interior of the rooms has already started showing signs of fatigue; however, the standard is kept up by the good maintenance of otherwise modern furniture.

The congress centre is of modern design and can accommodate up to 400 participants. From the high-tech plan period of Domina Vacanze it has remained the top technically-equipped centre in Ljubljana. Unfortunately, the centre is underground and without daylight. An alternative are the smaller halls next to the restaurant on the first floor.

DESSERT – Additional offer The now legendary Sense Wellness Club in the oriental style remains among the top spa centres in the city and pampers both hotel and external guests.

FLOP – NEGATIVE SURPRISES We have to criticise the catering, which lacks an author restaurant and generally more brave culinary delights. In addition, the negative surprise is also the chargeable garage.

TOP – POSITIVE SURPRISES The offer is tailored to businesspeople with the focus on meeting their needs, starting with a very good breakfast.

OVERALL IMPRESSIONS AND CREDIBILITY Its great advantage is the ratio between what it offers and the price. The hotel is a rational choice of businesspeople and those who do not want to stand out and are not looking for locations in the centre of town. The fact that the hotel is tailor-made to the needs of businesspeople is its main advantage and, consequently, the hotel holds a good spot amongst the old and new competitors in Ljubljana.

RESULTS

MARKS

1. LOCATION

4.35

2. ACCESSIBILITY

3.90

3. FIRST IMPRESSION

3.55

4. LOBBY

4.05

5. EMPLOYEE ATTITUDE

3.99

6. RECEPTION

4.15

7. HOTEL ROOM

4.20

8. HOTEL BED

4.44

9. BATHROOM AND RESTROOM

4.32

10. HOTEL BREAKFAST

3.86

11. BARS AND RESTAURANTS

3.65

12. CONGRESS HALL

4.02

13. ADDITIONAL OFFER

3.95 TOTAL:

4.03

27 Kongres at the Keyhole

BOHINJ ECO PARK ★★★★

PREMIUM

FACT FILE CATEGORY

★★★★

OPEN FROM

2009

STANDARD

HOTEL WITH CONFERENCE FACILITIES

NUMBER OF ROOMS

102 rooms *****superior

ONLINE PRICE

158 - 253 EUR/room (September 2012)

ADDRESS

BOHINJ PARK HOTEL d.o.o.

Triglavska cesta 17 4264 Bohinjska Bistrica, Slovenia Tel.: +386 (0)80 200 41 40 www.bohinj-park.hotel.si

FACILITIES

Aqua park Bohinj, Restaurant 2864 , Cocktail bar, Bowling with five lanes, Exclusive hotel wellness, Diverse sports and other active offer

FINAL MARK

4.24 – PREMIUM

LUXURY ★★★★★ PREMIUM ★★★★

ECONOMY ★★

BUSINESS ★★★

BUDGET ★

LOCATION To put a hotel in Bohinjska Bistrica, which is less popular among tourists than Bohinj a few kilometers away, you have to be bold.

As an entrepreneur to conceive of the biggest ski resort in Slovenia, which will open next year, you have to have vision. And there is no shortage of this among the young Slovenian team of the first Slovenian eco hotel that has received numerous awards and the admiration of its competitors. The hotel is located in the

Bohinjska Bistrica, on the edge of the Triglav National Park and in the middle of the most beautiful Slovenian mountain scenery. The main tourist attraction is definitely Lake Bohinj, which is the largest permanent natural lake in Slovenia. With the opening of the hotel, tourism in this area, which already reached a level of prosperity before WWI but that later shifted towards the coast of the lake, has been revitalised,. The company is aware that unspoiled nature is their biggest asset, so the integrated environmental protection that they have chosen is both logical and smart.

ACCESSIBILITY The main road to Bohinjska Bistrica runs along the Lower Bohinj valley, which connects Bled with Bohinj. The main Slovenian airport is relatively close and the route to the hotel takes about 40 minutes.

The hotel can be easily reached by train, certainly one of the advantages and motives for the more environmentally conscious guest. During the high tourist and meetings season parking can be a problem, but the hotel guests are well served by the hotel’s own garage and its own parking space.

COLD APPETISER – Architecture and aesthetics At first glance, the hotel exterior doesn’t take your breath away. The architecture is typical of many hotels, but it is in its use of natural materials that the hotel fits more organically with the surrounding environment. The main feature, however, is hidden from view: so that the hotel’s impact on the environment would be minimised, it has its own water borehole to heat the hotel. As one of a range of built-in technologies, such as LED lighting, this is probably the most economical hotel in Slovenia, on which point it is unparalleled both at home and abroad, but guests come mainly because of wide range of offer and the location.

Wood, stone and glass dominate the interior, which is decorated in warm colours and gives the impression of familiarity.

WARM APPETISER – Personnel and culinary offer Staff working at the hotel do so from the heart. It is probably the young management team with a lot of positive energy who are largely responsible for this. Even in their cuisine green standards are being applied and they are committed to serving local

food, which one can try at the well-stocked breakfast. The solid signature restaurant 2864, although suitable for the more demanding guest, is not excellent or comparable with some of the 5-star restaurants.

MAIN COURSE – Congress and hotel offer The rooms are spacious and of minimalist design. Compared to some of the more renowned hotels they lack a little of the hotelroom pampering by way of various gadgets that can often be found. If you’re lucky, you will be in a room with a balcony enjoying the view of the highest Slovenian peak and be able to admire the beautiful views of the surrounding mountains. As befits a hotel of this class, the hotel lobby is well equipped and comfortable; you’ll like it if you like cosy, modern and warm hotel lobbies in preference to the more traditional hotels.

The naturally daylit convention centre can accommodate up to 220 participants in 8 different conference rooms. When the weather allows there is an outdoor terrace for coffee breaks or to simply enjoy the views.

DESSERT – Additional offer 2864 is a number behind which is hiding the new ski resort with a modern cable car system and over 40 kilometers of ski slopes and a summer cycling park. It is set to open in the coming year.

FLOP – NEGATIVE SURPRISES Some pretty dark hotel corridors. A computer system that provides temperature control is supposed to create optimal conditions for the stay, but when the system does not always succeed in creating the best temperature the guests are alterntely frozen or heated.

TOP – POSITIVE SURPRISES Bowling for many conference guests is an unusual, but highly welcome offer, which can bring a pleasant and relaxed end to business meetings and conventions.

The main pluspoints are undoubtedly the ecological efforts of the hotel, which is the first of this kind in the region, including the offer for the drivers of electric cars to recharge their vehicles in the hotel garage.

OVERALL IMPRESSIONS AND CREDIBILITY Pioneering is not easy, especially in the field of tourism. The hotel is a real hidden treasure and is actually very well managed, but we wonder why they did not prefer to go for 4-star superior category, into which

28 Kongres at the Keyhole

they could easily fit¸ as for the 5 stars they sometimes fall short in the field of standard service and cuisine. They lack the hotel glamour of the more famous alpine tourist destinations. It is true that they are the first in the field of sustainable tourism, but is it worth the higher classification and the price? For some, certainly; for others, the equation does not work out and they will instead explore alternative solutions, but the hotel is nevertheless an excellent choice. It is important that congress organisers also have available a hotel that is friendly to the environment. In short, if you are willing to accept some disadvantages, the Bohinj Eco Park will sit at the top of its class.

RESULTS

HOTEL DUBROVNIK PALACE ★★★★★

LUXURY

MARKS

1. LOCATION

4.00

2. ACCESSIBILITY

3.90

3. FIRST IMPRESSION

4.20

4. LOBBY

4.90

5. EMPLOYEE ATTITUDE

4.20

6. RECEPTION

4.05

STANDARD

7. HOTEL ROOM

4.09

8. HOTEL BED

4.25

NUMBER OF ROOMS

9. BATHROOM AND RESTROOM

4.22

10. HOTEL BREAKFAST

4.86

11. BARS AND RESTAURANTS

3.98

12. CONGRESS HALL

4.25

13. ADDITIONAL OFFER

4.25 TOTAL:

FACT FILE CATEGORY

★★★★★

OPEN FROM

Opened in 1970, completely renovated in 2004 CONGRESS HOTEL Total 308 rooms at the Hotel ***** 271 double and single rooms 37 suites

ONLINE PRICE

171 - 367 EUR (September 2012)

ADDRESS

HOTEL DUBROVNIK PALACE Masarykov put 20, 20000 Dubrovnik, Croatia Tel: +385 20 430 830 www.alh.hr Part of ALH (Escape Collection)

FACILITIES

Maslina Tavern Elafiti Restaurant (pension restaurant), Beach Restaurant Ponta, Fine dinning restaurant Luna, Sunset Lounge Lanterna Glorijet Bar, Vala Bar Spa Comfort zone on 1500 m2 Fitness Studio, Private Beach, Scuba Diving Club

4.24

FINAL MARK

4.41 – LUXURY

LUXURY ★★★★★ PREMIUM ★★★★

ECONOMY ★★

BUSINESS ★★★

BUDGET ★

LOCATION The hotel is set in the fragrant Mediterranean environment of Lapad peninsula, about five kilometres from the city centre. The hotel is part of the Adriatic Luxury Hotels (ALH)

group, which in addition to the award-winning Hotel Dubrovnik Palace in Dubrovnik also manages the Excelsior Hotel, the Bellevue Hotel, Grand Villa Argentina, Kompas Hotel, Odysseus Hotel and Hotel Croatia. Although it functions as a resort hotel, it quickly became one of the hottest points of the Dubrovnik congress scene, perhaps because of its location in the middle of the Mediterranean peninsula, the beautiful views of the Elafite and its relaxing zen atmosphere.

ACCESSIBILITY The hotel is well connected to the city, with a frequent bus ride to the city centre, and guests also have a free hotel shuttle available.

Dubrovnik is a distinct air destination and it is 20 km from the hotel to the Čilipi airport.

Flight availability is improving yearly, most of the new lines coming from Great Britain, Germany, Scandinavia and Russia. Access in the peak season of high summer should not be a problem; a bit more problematic is the winter season, however, when you need to transport your guests with transfers through one of the European hubs. We impatiently await the last part of the highway from Ploče to Dubrovnik, which will greatly improve road accessibility.

COLD APPETISER – Architecture and aesthetics The Hotel Dubrovnik Palace seems overall a very neat hotel. Conference guests who prefer atmosphere of a large tourist resort, yet nevertheless orderly, done with taste and generally pleasant, will certainly like it. The original architectural features that were rather aggressive have been replaced by a stylish modernist exterior after a thorough renovation, which opens to breathtaking views. The subtle colour combinations and generous space of the interior draws the eye and the hotel comes across as functional throughout. Obviously it is well-groomed, as the public areas are tidy and neatly arranged.

WARM APPETISER – Personnel and culinary offer At the beginning of the main tourist season, an occasional awkwardness comes over the otherwise friendly staff. In general, the service is friendly and of good quality. Breakfast is rich and diverse with show cooking, although in the huge breakfast hall one feels more like being in some giant public space that lacks a little intimacy. Among the restaurants the most impressive is the tavern Maslina, with its spectacular views and easy Mediterranean

29 Kongres at the Keyhole

cuisine for a reasonable price. The hotel is excellent in terms of of catering, where they have no shortage of spectacular locations for fun by the pool or on the beach.

MAIN COURSE – Congress and hotel offer After refurbishment the hotel proves that even what may at first seem a practically unsolvable architectural challenge of renovating a hotel colossus from the seventies can actually be well solved. Virtually all rooms have an exceptional view of the sea and although the furniture in some rooms is a bit tired, in general congress guests will feel good. The bed is solid, there are pleasant colours, excellent views and the attentive maids will guarantee a positive impression. The main complaint goes to hotel bathrooms, which are not up to the expectations of a 5-star hotel. Conference guests, however, will be delighted by a wellfunctioning free wifi.

Eight multifunctional conference rooms can accommodate from 10 to 750 participants, facilities amongst which advantages include a separate entrance for conference guests and a top class team, accustomed to a very demanding congress clients and protocol events.

DESSERT – Additional offer A private beach with terraces that can be privatised and where one can host an exclusive beach party. One of the best Adriatic spa’s, the Comfort Zone, is on the tenth floor of the hotel. A rich offer of incentive programmes that through a well presented brochure can be ordered right from your hotel room.

the 2011 award for being the leading Croatian hotel and spa resort. At the same time, we wonder whether they are eligible for other prizes. After visiting the hotel, it is clear that the Hotel Dubrovnik Palace deserved the award; to the highest category it does not lack much, and depending on the assessment we ranked it among the top premium congress hotels in the region, where the emphasis is not only on the environment but on quality.

In almost all respects a modern hotel and definitely a good choice among the many options in Dubrovnik.

RESULTS

KEMPINSKI PALACE PORTOROSE ★★★★★

LUXURY

MARKS

1. LOCATION

4.55

2. ACCESSIBILITY

3.95

3. FIRST IMPRESSION

4.65

4. LOBBY

4.38

5. EMPLOYEE ATTITUDE

4.11

FACT FILE

6. RECEPTION

4.49

CATEGORY

7. HOTEL ROOM

4.15

OPEN FROM

8. HOTEL BED

4.95

9. BATHROOM AND RESTROOM

3.98

10. HOTEL BREAKFAST

4.16

11. BARS AND RESTAURANTS

4.65

NUMBER OF ROOMS

12. CONGRESS HALL

4.78

ONLINE PRICE

13. ADDITIONAL OFFER

4.59 TOTAL:

4.41

★★★★★ since 1910, renovated as Kempinski Palace in 2008

STANDARD

HOTEL WITH CONFERENCE FACILITIES 164 rooms *****superior 17 suites *****superior 205 - 500 EUR (September 2012)

ADDRESS

Kempinski Palace Portorož Obala 45, 6320 Portorose Slovenia Tel.: +386 5 692 7070 www.kempinski.com/portoroz

FACILITIES

Sophia - Gourmet Restaurant, Fleur de Sel - Bar & Restaurant, Palace Club - Lobby Bar, Bubbles- Aperitif Bar, Forma Viva - Café and ladies saloon, Pool bar - healthy drinks and light dishes, Wine cellar , Rose SPA

FLOP – NEGATIVE SURPRISES Guests accustomed to 5-star standard would expect a slightly higher standard in the rooms and especially the bathrooms and upon arrival at hotel (concierge).

FINAL MARK

TOP – POSITIVE SURPRISES Spaciousness, comprehensive offer, wellness and professional conference services.

OVERALL IMPRESSIONS AND CREDIBILITY At the Hotel Dubrovnik Palace I wonder how little is needed to move from being a solid hotel to something special and collecting numerous awards. Firstly, it is about the quality of services, as well as about marketing that was excellently prepared around the hotel and is reflected in its increased profile.

According to the World Travel Awards jury, something of a tourism Oscar, the hotel earned

4.77 – LUXURY

LUXURY ★★★★★ PREMIUM ★★★★

ECONOMY ★★

BUSINESS ★★★

BUDGET ★

LOCATION One of the most famous hotels on the Adriatic coast, the bearer of the tourist development of Portorose, and a host to many celebrities and crowned heads is today refurbished, proud and opened in full bloom for demanding guests. It first opened in 1910 and together with the Hotel Portorose became a cosmopolitan resort. The hotel renovated in

30 Kongres at the Keyhole

2008 was supposed to bring back to Portorose a similar revival as when it first opened more than a century ago. It does not make sense to waste words on the location, because without the Palace Hotel one simply can not imagine Portorose. For Portorose it is also an important fact that the hotel is managed by the reputable Kempinski hotel chain, which put it back again on the global tourism map.

Once the area between the sea and the hotel is re-opened (this area currently intersected by a coastal promenade road), Portorose, with its elite hotels, will shine again in its full glory.

ACCESSIBILITY Portorose is the most important tourist centre on the Slovenian coast. The hotel is in the centre of Portorose, near Slovenia’s main road network, which allows for easy access. There is good access to the closest airport, which is in Trieste and just 80km away, and via the central Slovenian Ljubljana airport, which is 150km away. The local airport Sečovlje is only suitable for smaller aircraft.

COLD APPETISER – Architecture and aesthetics The hotel is one of the best quality examples of secession architecture from the turn of the last century and is a key architectural trademark of Portorose. It is an architectural reflection of the time in which it was created, when neoclassical architectural compositions that conveyed a feeling of stability and tradition were fashionable. It also complements the classically designed park in which they placed the attractively designed new building, which is discreet enough not to overpower the main edifice. The Art Nouveau interior of the old hotel with its superior Crystal Hall, is connected with the new part of the hotel, which has a glass entrance hall, a nice feature with beautiful views of the park and the Bay of Piran. In general, I find the work of the architects to be of high-quality and sound design, with a sense of the past blended with thoughts of the requirements of today’s customers.

WARM APPETISER – Personnel and culinary offer Breakfast in the Crystal Hall is an unforgettable experience. Seamless culinary thrills for the most demanding of gourmets that the hotel scene on the Slovenian coast struggles to compare itself with. The sweets are a particular delight.

The staff is typical of the standard expected from the Kempinski chain, fast, friendly and

efficient. Details are inspiring. Expectations of guests in a hotel of such a category are very high and it seems that they are meeting them well at the Kempinski.

MAIN COURSE – Congress and hotel offer The Kempinski Hotel is the only five-star superior hotel in Slovenia. This means that the rooms are spacious and well-equipped, as befits a top hotel. The interior colour is subdued, modernly designed and appears prestigious whilst offering a lot of style and freshness. The technical equipment showcases the hotel’s technological sophistication. One can admire many fine details in all areas of the hotel; primarily, one is impressed by leather wall coverings in the hotel hallways, which is when you understand that with great care many details of the old hotel were restored.

The modern convention centre is prestigious and well-equipped. Six conference rooms have natural daylight and the largest hall can accommodate up to 220 participants.

The heart of the convention offer is Crystal Hall, which after the renovation shone in full splendour and in addition to the Union Hall in Ljubljana is the most prestigious conference and banquet hall in Slovenia. It opens onto a century-old park, which is an attractive venue for outdoor events.

DESSERT – Additional offer ROSE Spa is an elegant wellness centre with a range of traditional treatments, derived from the tradition of Portoroz.

FLOP – NEGATIVE SURPRISES It’s hard to find faults, perhaps the only disturbing thing is the arrangement of the coastal stretch, which with the quality of its offer does not reflect the prestigious hotel, but this is not the problem of the hotel, but rather of the development of Portorose tourism. And maybe also the prices of prestigious wines that are overpriced on the otherwise exceptional wine list.

TOP – POSITIVE SURPRISES The hotel is an excellent choice for automotive premieres. Because of the above it is no surprise that the prestigious car manufacturer Mercedes chose it for the global launch of its A-Class model.

OVERALL IMPRESSIONS AND CREDIBILITY The Hotel Kempinski is, simply put, a great hotel. After the renovation it not only offers

to guests superior services at Kempinski standards, but also has a unique look and style that reflects its legendary character and Habsburg elegance. In addition, at the hotel they understand the concept of hospitality at the very highest level extremely well.

RESULTS

MARKS

1. LOCATION

4.80

2. ACCESSIBILITY

4.00

3. FIRST IMPRESSION

5.00

4. LOBBY

4.95

5. EMPLOYEE ATTITUDE

4.85

6. RECEPTION

4.39

7. HOTEL ROOM

4.96

8. HOTEL BED

4.67

9. BATHROOM AND RESTROOM

4.97

10. HOTEL BREAKFAST

4.99

11. BARS AND RESTAURANTS

4.87

12. CONGRESS HALL

5.00

13. ADDITIONAL OFFER

4.60 TOTAL:

4.77

31 Kongres at the Keyhole

HOTEL OLYMPIA VODICE ★★★★

PREMIUM

FACT FILE CATEGORY OPEN FROM

★★★★ 1972, renovated in 2008/2009

STANDARD

HOTEL WITH CONFERENCE FACILITIES

NUMBER OF ROOMS

Total 241 rooms in the Hotel ****, 215 rooms and 26 apartments

ONLINE PRICE

77 - 210 EUR (September 2012)

ADDRESS

FACILITIES

HOTEL OLYMPIA Ljudevita Gaja 2 22211 Vodice, Croatia Tel.: +385 (0)22 452 452 www.olympiavodice.hr Cocktail Bar A la carte restaurant Olympia Barba Mate Tavern Kiosk and gift shop Wellness 2 tennis courts Basketball and handball court Beach with full catering services

FINAL MARK

4.16 – PREMIUM

LUXURY ★★★★★ PREMIUM ★★★★

ECONOMY ★★

BUSINESS ★★★

BUDGET ★

LOCATION In a very short space of time Vodice has become one of Dalmatia’s most visited tourist destinations. Tourism in the town began to develop in a syndicate form after World War II, with locals claiming that Vodice tourism was built on the hospitable and industrious

women who single-handedly created the post-war tourism industry. It is therefore not surprising to see a statue of a woman in the middle of the park by the Hotel Olympia. The hotel is situated in an Eden-like Mediterranean pine forest near the most attractive beaches, legendary pubs and the marina with views over the skyline of the island Prvič and the Kornati Archipelago. In high season Vodice is known as the Croatian party paradise and after the high season it is a perfect incentive destination with an exceptional range and variety of activities in the three national parks in the area. The hotel operates across all seasons and right now it is just approaching an important 30 million euro investment in a new hotel building of a five star category and a large convention centre.

spaces for socialising, receptions, or simply to be enjoyed.

ACCESSIBILITY The location is perfect and surprisingly favourable for congress tourism, although one that is currently simply ignored. Access via the highway is elegant and straightforward. Nearby are two sufficiently serviced airports - Split and Zadar. The town centre extends via the marina virtually to the hotel. In high season, the beach below the hotel is a centre of activity. Especially attractive is the fact that the town is located within a triangle of three exceptional national parks - Kornati, Krka and Paklenica - and also close to the Plitvice Lakes and Northern Velebit as well as places on UNESCO’s heritage list Šibenik, Trogir and Split.

MAIN COURSE – Congress and hotel offer The hotel offers spacious and modern rooms of a satisfactory level, where you will feel most comfortable. At the end of the season rooms are already somewhat tired, but the staff is working hard on maintenance of this extremely highly occupied hotel.

The main Olympia congress hall is multipurpose and can accommodate a maximum of 500 participants. The disadvantage is that it is a sports hall, a functioning club, when prepared, and a very nicely decorated modern congress hall. The hotel has additional space for 80 participants with the Atena Hall, and the Artemida Hall holds another 200. A great complement will be new halls after the construction of the five star Hotel. We also must praise the free Internet, the separate reception for conference guests and the additional offer available to congress guests (business centre, kiosk with newspapers, and souvenirs).

COLD APPETISER – Architecture and aesthetics The tourism offer of Vodice is concentrated in private rooms and only a small fraction of the total number of rooms are in the two main hotels of Punta and Olympia, which stand out from Vodice’s distinctive Mediterranean cityscape. Perhaps because of this Vodice does not impress at first sight. On the other hand, the town appears clean and tidy with a number of green spaces. The architecture of the hotel resembles pyramids, creating a main hall that is spacious, airy and well organised.

Following investment in the new part of the hotel Vodice will get a brand new hotel panorama, and it is also reassuring that they are thinking about sustainable development in the management of the hotel. The interior is beautifully colour-coordinated and supplemented with details and flowers that make for a pleasant atmosphere. The hotel complex has an external setting that provides space and practicality as well as many internal and yet more external, beautifully landscaped

WARM APPETISER – Personnel and culinary offer I would like to see such friendly staff in many other places along the Adriatic. As a guest one immediately gets a sense of hospitality and the hotel makes you feel comfortable and welcome. The selection and quality of food in the hotel restaurant is solid, but while visiting the hotel was full and it really highlighted that there are many kinds of guests, making it is of course very difficult to satisfy all tastes, and created a sense of it feeling crowded, which was a little disturbing. The catering team is experienced and flexible and is able to take advantage of outdoor patios and the beach.

DESSERT – Additional offer The national parks close by to Vodice. Rafting on the rapids of Cetinje and Zrmanja, sailing cup in the Kornati archipelago, sailing regatta with old boats, creative incentive programmes…

FLOP – NEGATIVE SURPRISES The main problem during the high season is noise and overwhelming crowds Vodice is swarming with masses of tourists who are packed like sardines into its famous bars. The high season should be avoided for conference guests.

TOP – POSITIVE SURPRISES An exceptional offer for compiling

32 Kongres at the Keyhole

various incentive and team building programmes in what is considered by many as the most beautiful parts of Croatia. For lovers of entertainment a plus is also the very lively nightlife.

OVERALL IMPRESSIONS AND CREDIBILITY One rarely comes across hotels that are managed with love and heart. In this part of Dalmatia hotels that operate throughout the season are also rare. These are, besides the good access, the main competitive advantages of the Olympia Hotel. With the new 5 star hotel, the more prestigious Split and Dubrovnik will get a serious contender in Central Dalmatia. The hotel, and with it Vodice, are already definitely a good choice and in almost all respects a modern and highquality congress provider.

RESULTS

MARKS

1. LOCATION

4.15

2. ACCESSIBILITY

3.85

3. FIRST IMPRESSION

3.99

4. LOBBY

4.02

5. EMPLOYEE ATTITUDE

4.90

6. RECEPTION

4.45

7. HOTEL ROOM

3.95

8. HOTEL BED

3.95

9. BATHROOM AND RESTROOM

4.05

10. HOTEL BREAKFAST

4.22

11. BARS AND RESTAURANTS

3.98

12. CONGRESS HALL

3.82

13. ADDITIONAL OFFER

4.75 TOTAL:

4.16

33

NEW HOTEL ENTRIES IN LJUBLJANA IN SUMMER 2012

The Ljubljana hotel portfolio has been enriched by several new properties having recently opened, all of a different character and each adding an individual value to the destination’s accommodation product.

The modern 4-star Plaza Hotel Ljubljana, with 237 rooms and suites now the largest property in the city, has adopted sustainability and environmentally friendly operations as one of the key development guidelines. It is also defined by the subtle aesthetics of its interior design in both the public areas and guest rooms. This property having been presented in detail in the previous issue of Kongres magazine, the focus is now on the three smaller, family-run boutique properties, whose common denominator is design and personal flair. Two of them are in the heart of the city, the third located conveniently close to the west ring road.

Vander Hotel – Urban resort, the first Slovenian member of Design Hotels, boasts a prime location in the traffic-free Old Town, at the foot of the Castle Hill and just a few steps from the Ljubljanica riverbanks and their many cosy cafés and restaurants. Four medieval houses have been joined to create 16 carefully designed rooms and other amenities, including a rooftop terrace and pool with a fantastic panoramic view. This area, together with a glass box, can be privatised for smaller business events and social functions.

To try and summarise the hotel’s concept, it could be said that here the old and the new meet in a passionate embrace. The architectural project was conceived by the bureau SADAR+VUGA, which has been behind some of the major landmarks of modern architecture in Ljubljana and has succeeded to intricately redesign these

historic buildings whilst infusing them with a strong contemporary accent to meet the needs of the present-day “urban nomads”.

Recent archaeological excavations around the area where the hotel now stands revealed that there was once a small harbour during the time of the Roman city of Emona, while one of the medieval crafts lent itself to the name of the narrow street where the building stands (Krojaška – Tailors).

The restaurant is winning an excellent reputation for its creative cuisine, based on fresh local ingredients and the best regional, seasonal and traditional dishes, all prepared with a modern twist by French chef Benjamin Launay.

The Adora Hotel stands in an Old Town street with a romantic name – Rožna (“flower”), where the most famous Slovenian poet, Franz Prešeren (1800 – 1849), lived and composed his masterpieces over a seven year spell there. This small property, which has ten guest rooms, has been created from two ancient town houses and now delights guests with its cosy decor and homely atmosphere, combining old charm with modern comfort and technological perfection.

It is the fourth boutique hotel housed in a historic building in the picturesque and pedestrian neighbourhood – with the Antiq, Allegro and Angel hotels lining the nearby Gornji trg square, an axis connecting the right riverbank and the Castle Hill. Old-world details such as the beautiful teak furniture, wood and stone flooring and the carefully selected textile decor are complemented by modern amenities – elevator access to all rooms that are equipped with free WiFi and air conditioning.

Kongres destination

G Design Hotel is located at the west city gate, close to the A1 motorway. Its address is known to the many fans of the traditional Gorjanc Inn, which first opened its doors in 1813 and has been run by the Kanc family since 1892. The building harmoniously blends the concept of modern design with the 200-year tradition of an ancient guesthouse set amid a preserved natural environment on the city outskirts.

The property features 22 spacious and stylishly appointed rooms of three different types, all with original design solutions and selected artwork signed by Slovenian authors that contribute to its identity. Together with the great views towards Ljubljana and the Alps as a stunning backdrop, guests can experience a real sense of freedom and open space while at the same time enjoying a trendy decor and a homely comfort.

The business orientation of the G-Design Hotel is underlined by a flexible boutique conference centre, comprising seven function rooms spanning from 20 to 70 seats in theatre style.

A part of the experience not to be missed is the culinary legacy of the Gorjanc Inn: existing almost outside of time, the genuine hospitality, authentic Slovenian recipes and long-standing tradition remain the pillars of this family-run property.

34 Kongres travelogue

KRAKOW

Proud city

Summer tourist flow into Krakow is of an intensity level similar of that into Prague.

Crowds in the middle of the season are unavoidable, especially when Europe's largest urban square, Rynek, is taken over by the team of chef Gordon Ramsey and his Master chefs, who cook lunch for a horde of angry bikers for true bikers’ festivities and a great promotional idea.

The route from the refreshing High Tatras mountains, however, is the first contact with the Polish road reality - full of congestion, potholes in the road and some other ecological surprises. On the other hand, all the way to Krakow you are surrounded by an extremely rich natural and cultural heritage and tradition. It's no wonder that in the period

from 11th to the 17th century Polish kings settled here. Wawel Hill was the centre of secular and church authorities and the duality between the capital and the capital city that it shares with Warsaw is still present.

The main element of experiential diversity of the Malopolska region, of which Krakow is at the centre, are the many historic sites, architecture and social attractiveness united in 6 national parks and 84 nature reserves.

The southern part of the region has numerous spas and there are 8 more sites on the UNESCO list in the region in addition to Krakow. The nearby High Tatras with Zakopani in the South are the recreational area for Krakow, the real epicentre of Polish tourism. However, the attitude towards sustainable development is more or less only one on paper, as apparently Poles heat in winter by coal, of which there is an abundance, but with no trace of environmental consciousness.

The majority of conference guests arrive in the city via the second largest Polish airport.

From the city to the airport is about 11km and the airport is connected to 51 destinations.

Annually 3 million passengers travel via the

35 Kongres travelogue

airport. The quality of life in the city is high, with 25 theatres and operas and over 15 international festivals going on throughout the year. The residents of the city themselves like to boast about their high quality of living.

The large green areas and different parts of the city are connected by 113km of bicycle paths, which is definitely one of the best ways to see the sights.

Krakow was the European Capital of Culture in 2000, and the cultural capital of the city is remarkable.

Krakow is an attractive location for foreign investment, with the Croatian factory Pliva and many other multinationals near the city.

It seems that the city is also as open and multicultural as it ever was, for example with its openness to the once largest Jewish community in Europe.

Tourism has long been one of the main industries of the entire region. Last year, the city was visited by 8.6 million tourists, of which 6.4 million were foreigners.

A large number of tourists have driven the hotel infrastructure, with 132 hotels available of which 75% are of lower category suitable for mass tourism and 35 hotels with a total of approximately 3000 rooms suitable for the more demanding conference guests.

Supporting these hotels is a city that breathes its history, attracting tourists from all over the world. The heart of the city is the enormous Rynek Glowny square, which at over 40,000m2 is the largest medieval town square in Europe.

Another tourist hotspot is the Wawel hill, the Royal castle with a cathedral and amazing views of the city. Also under visitor siege is Kazimierz - the Jewish Quarter, which today is the centre of nightlife and full of young party

people. Here is also the centre of revival of Jewish culture in Poland, with the Festival of Jewish Culture, Hebrew language school and renovated synagogues.

Krakow is primarily a university town, helping it to also boast the most bars per square metre. The famous Jagielonska University is

the second oldest university in this part of Europe and has a number of eminent scientists important for the development of congress tourism, which ambassadors of the city successfully attract. The university operates 34 faculties, which suggests exceptional professional and convention potential.

©Ingarden & Ewý – Architekci, Kraków in cooperation with Arata Isozaki & Associates, Tokyo; visualisation/s: Monokolor – Krzysztof Drozda. Opening: autumn 2014. Project co-financed by the European Union within the Małopolska Regional Operational Programme for the years 2007 – 2013.

36 Kongres travelogue

The city and its surrounding area have over 300 different locations for meetings.

According to congress statistics for the year 2011, 8,304 congress events were held, of which 590 were international.

Similar to other major Polish cities Krakow has a perfectly organised Convention Bureau, and behind the successful congress offices in Poland you can usually find a team of women. In Krakow a team of four lead by Beata Palis has since 2004 been operateing within Krakow’s Department of Tourism.

Interestingly, the development of congress tourism in the city is implemented in partnership with the Swiss through a grant to support development of the meetings industry.

The project runs from 2012 to 2014, so the city will be thoroughly prepared for the new congress period.

Currently, the largest convention centre is the Gromada Hotel and Conference Centre, with the largest hall for a maximum of 2,200 participants.

In the modern Jagiellonian Auditorium Maximum there is room for 1,200 participants, followed by the Faculty of Economics hall for 1,500 participants. Many cultural houses can be transformed into conference venues, such as the Opera, with room for 700 participants.

There is also a series of conference hotels on offer, of which those best know internationally include the Best Western, Novotel, Sheraton, Crown Piast and others. Special venues are virtually unlimited. Personally I am especially fond of the renovated Museum of Polish Aviation, which is one of the more innovative and different venues for all fans of technical

history. Schindler’s factory with its museum can also be a special venue, one that takes you subtly through this tragic period of German occupation and the Holocaust.

Destination grade: 4.34 – QUALITY CONGRESS DESTINATION Grading explanation:

Over the last few years, Poland has been in the spotlight of the international community because of its relatively successful struggle with the economic crisis and its rapid economic growth. Not surprisingly, therefore, Krakow will see the growth of one of the most modern convention centres in Europe: ICE. During this period of complete pessimism that prevails in southern Europe, Poland is full of optimism and is looking to the future.

An excellently guided project, where you can already book halls for periods after 2014, it is an example of good practice and has given wings to the entire congress destination.

Multifunctional space extending to 36,000 m2 with a main hall for 2,000 participants and a location in the city centre overlooking the Wawel are just a few highlights of this wonderful additional to the convention portfolio.

Krakow is a popular incentive destination and the Poles do not run out of ideas, from driving old-timer Skodas to gala dinners at the Wieliczka salt mine with its 700 years of tradition.

‘Polish Jerusalem’, or ‘Slavic Rome’, boasts special charm and is one of the most charming central European cities. It is therefore not surprising that in 1978 UNESCO recognised the Old Town centre as one of its heritage sites. For congress excellence the city is missing just the completion of the Congress Centre ICE, and I am sure that in the future, with the scientific and economic potential Krakow has, it will be one of the major meetings destinations in Central Europe.

5

luxury meetings destination

4

premium meetings destination

3

recommendable meetings destination

2

average meetings destination

1

so so meetings destination

Individual grades: Natural and cultural factors

4.4

The cultural capital of Poland is a city where the glorious past is omnipresent. A number of cultural and historic sites attract a large number of tourists and conference organisers. Its very high score is only lowered by a bad attitude towards the environment and the much-ignored grey suburbs that stir memories of socialism. A typical example of the socialist experiment is in the workers' settlement Nowa Huta, with heavy industry and endless blocks of flats.

General and transport infrastructure

3.6

Currently the most problematic part, as Poland has probably the worst roads in Europe. We recommend that you come to the city with one of the many air companies and save yourself from the road ‘adventure’. Otherwise, the city is a pleasant place to stay with an extensive network of bicycle paths and increasingly orderly public transport. Also impressive is the high level of shared space tidiness.

Tourist Infrastructure

4.8

Krakow is a mature and well developed tourist destination with a variety of hotel services and an exceptional number of tourist attractions.

This and the extraordinary offer of restaurants, cafes and entertainment make it one of the leading central European tourist destinations.

Krakow was rightly chosen to be the cultural capital, since as much as 11 cultural centres, 8 theatres, four orchestras, and 9 museums with 37 permanent and 152 temporary exhibitions operate in it.

37 Kongres travelogue

Meetings Infrastructure

4.2

For congress tourism of the city, ICE will be extremely important. The city has taken a risk with the new convention centre, but they managed to create a modern concept with a lot of novelties, a traditional destination for the Facebook generation.

17 Nobel Prize winners and considering the size of the country it has a numerous scientific community. A large part of it is concentrated in Krakow, with more congress Ambassadors working around the world. This is another plus for the future of the destination.

Cool meetings: Oscypek is a characteristic smoked sheep’s milk cheese, which is produced in the High Tatras. It is smoked at the open fire and is on the list of protected products. With its characteristic cylindrical shape it is highly typical of Zakopane.

Gorazd Čad

Subjective Grade

4.7

Krakow convinces with its quality, positive affection for congress tourism and competitiveness, all seasoned with the hospitality of the locals. A good image is a big help. We are awaiting with curiosity the world premiere of the Convention Centre ICE 2014, which will certainly shuffle the wider stack of cards.

Comparison with the region: Of all the Polish cities Krakow is the one with the greatest soul and is the most fraught with history. Being the main tourist city it has excellent conditions in place for the development of congress tourism. With the construction of the new convention centre it has also received a real affirmation.

In Poland Krakow will be the destination of the new generation, which will soon be recognised as a high quality, compact and most versatile meetings destination in Poland due to the cultural heritage, new meetings capacities and because of its huge scientific potential.

The activities of the Convention Bureau are a good indicator of what the destination is capable of and what expectations it can meet.

Krakow’s recipe is successful and a case of good practice for other more traditional central European destinations. I expect a fierce fight among the leading Polish destinations, which is moving into its next phase. Poland boasts

38 Kongres travelogue

GDANSK

City of solidarity and freedom

Over the past few years it has been impossible to overlook Gdansk on the international meetings scene. The pervasive trio of towns of Gdansk, Gdynia and Sopoto were featuring together at all major trade shows and splashed across the media, but if you missed it, you were surely unable to miss this year’s European Football Championship? The strong entry of Gdansk onto the international meetings scene jars with its more or less distorted image as an industrial city linked with solidarity and the huge socialist shipyard where Lech Walesa began to dismantle communism.

Geographically Poland is a Central European country, but judging by the image of Gdansk it would seem better placed among the Baltic States, tinged with a touch of Mediterranean flair.

The German-Polish lowland is flat and quite monotonous, but the Vistula river sculpts out the diverse landscape of Gdansk, whose delta runs into the Baltic Sea. The city is otherwise

defined by its coastal location on the Baltic, which impacts on its climate, economy, food and culture. The Baltic Sea coast is low with a narrow belt of sand and its oceanic climate makes for a daily variety in the weather, which we people of the south of Europe are not so used to - keeping equipment for rain protection close at hand is therefore advisory!

Religion is deeply ingrained in Polish culture and society - one could even say that the Catholic Church and Polish Solidarity are Polish twins. This comes across strongly in very traditional Polish society.

Gdansk is the main city of the three towns, of which the other two are made up of the more mundane resort of Sopot and the new modern port of Gdynia.

The postmodern cultural change in Gdansk was extremely fast and very thorough, any remains of socialism retreating behind new buildings and shopping centres popping up.

My stereotypical post-communist ideas and myths were dismantled on my visit, firstly

in terms of the honesty and kindness of its inhabitants, but most of all because of the relative sense of order and security.

The European Football Championship brought a new terminal to the Lech Walesa airport, new roads and numerous new hotels, with over a billion and a half euros invested in infrastructure. The three towns are now connected by a solid network of modern trains, green buses and trams and the wider accessibility of the city was greatly improved with the new terminal building. The Lech Walesa Airport has 42 direct flights to 13 countries, with weekly flights to Gdansk operated by nine airlines, a number increasing after the UEFA EURO 2012 championships. A notably bigger problem is access by road, as the motorway network in Poland is not yet fully completed and in some sections quite a lot of driver patience is necessary. Yet due to EURO 2012 the area of three towns is excellently connected and extremely tidy, with all the feeling of a modern and dynamic city mixed with some typical suburban socialist bloc settlements and ubiquitous shopping centres.

The city can’t be judged on the socialist bloc settlements, not when a true gem, not accidentally reminiscent of Amsterdam, is hidden in the heart of the old city.

The city is also full of history. Here, in 1939, World War II started. At every step you also get reminders of the events of 1980s, when workers at the shipyard under the leadership of Lech Walesa started challenging communism.

The totalitarian grey was replaced by optimistic hues. Poland is probably among the countries that felt most strongly the Soviet violence of communism. Anti-Russian sentiment is latent and will be difficult to overcome, as demonstrated during street clashes before and after the Russia - Poland match at EURO 2012.

A Hanseatic port with houses and channels in the central area, reminiscent of Amsterdam, is fabulously organised and makes it hard to believe that it was completely destroyed at the end of World War II by the Soviets.

39 Kongres travelogue

The Old Town testifies to the city’s rich history, mostly marked by the Medieval Hanseatic era.

This was the first superpower in the field of trade and a kind of forerunner of the European Union. Among the symbols of this period is a giant medieval crane, which was operated by human power and is considered a symbol of the city. Gothic brick buildings thrill throughout. The city is known as a ‘free city’, as it enjoyed a unique Hanseatic freedom throughout the middle Ages, of which the people are still especially proud today.

EURO 2012 offered the city new tourist momentum. According to the earliest statistics, at the time of the event the city was visited by 150,000 foreign and 150,000 domestic football fans, meaning a real tourist holiday.

Despite the fact that it seems that they haven’t managed to finish off all the infrastructure work and projects as yet, the football has been a unique catalyst for Polish football national pride and optimism.

In recent years a large number of new hotels have opened too. In the three towns there are 54 hotels that have 3846 rooms between them and which include the Hilton, Radisson Blu,

Sheraton, Qubus Scandic Hotel and Accor. In addition, the three towns offer over 178,000 rooms in boarding houses, apartments and hostels. Many are concentrated on the Hel Peninsula in the resort town of Sopot and Hel. The old city centre is full of attractive restaurants and bars, the highest concentration being in the main square of Dulgi Targ, which was the entertainment centre for fans during the championship. I visited the city during the St. Dominic fair, which transforms the

old town into a culinary and entertainment centre in such a way that it is difficult to move around. What is surprising is the selection of local sausages available (in Polish “kielbasa”), similar to our own Carniola sausage and with various types of bread. Indeed, we have many similarities with the Poles - we are also united by our love of lard, which the Poles call “smalec” and which in combination with bread and pickled cucumbers perfectly helps the beer glide down.

40 Kongres travelogue

The heart of Euro 2012 is the legacy of the newly built PGE Arena, which in my opinion is one of the most beautiful European football stadiums. The architecture, inspired by the tradition of amber extraction, which has always been highly a highly-regarded and sought-after mineral, is reflected in the amber facade (viewing of the stadium is possible with a guide). The Arena shares its parking lot with a brand new Amber Expo, a good example of how to revitalise old and neglected industrial areas.

Meeting industry momentum from all this was driven by the Gdansk Convention Bureau team led by Anne Gorski, a team that has become active in an extremely short period of time, since the year 2005 put Gdansk on the map of the European meetings industry destinations.

They have set up the entire conference infrastructure, launched their own ambassador programme, and created a great meetings industry brand. In a very short time they have been able to achieve remarkable results; in the past year, the region held 5,086 events with 382,967 participants. The result of their work is their own meetings statistics measuring the impacts, statistics that even a large number of more developed meetings destination can not boast. Success is due to the hard work and positive energy and awareness of the importance of meeting industry policy.

In the past year, according to statistics, 58% of congresses and events were held in the convention hotels. The majority of these were in well known international hotel brands, such as Hilton Gdansk, which was opened in 2012 in the city centre. It has a small conference centre for 560 people. The Sheraton Sopot has a multifunctional conference centre with eleven halls and is the largest convention

hotel in the region, with the main hall accommodating 660 participants. During EURO 2012 it was chosen to be the base for Irish footballers. There are also conference facilities in a number of smaller hotels.

Last year 35% of events were held in convention centres. The Philharmonic Polish Baltic Philharmonic Hall is the oldest conference venue in a central location, next to the city maritime museum on the site of the former electric plant. The main hall can accommodate 1,100 participants, with 4 conference rooms for break out sections and a large lobby hall also well-suited for mediumsized scientific congresses.

Amber Expo is a brand new complex by the new football stadium. Its modern multifunction halls have over 24,000 m2 and are suitable for trade fairs and larger congresses.

The ERGO Arena in Sopot is also new, which is primarily a sports hall, but can also host larger congresses (the capacity of its main hall being 15,000 participants).

Gdansk is a good example of how a large sporting event, support from European funds and the positive energy of stakeholders enables a breakthrough to be made into the top league of congress and conferences in a very short time to make. The increase in visibility of the European football championship has contributed in its own way, whilst at the same time Gdansk is relatively affordable and accessible and also has solid infrastructure in place. These are the basic conditions for the rapid development of congress tourism. From other Polish cities and towns Gdansk is distinguished by a unique atmosphere, rounded off by the Gothic architecture of the city. This is greatly aided by the mixing of cultures that have left their mark on the city a very open and relaxed place. The

positive impression comes through mostly in the friendliness of the people and their warm reception.

We can also count on Poland as an interesting outgoing market, as the country with almost 40 million inhabitants is successfully battling the recession.

Destination grade: 4.18 – QUALITY CONGRESS DESTINATION Grading explanation: 5

luxury meetings destination

4

premium meetings destination

3

recommendable meetings destination

2

average meetings destination

1

so so meetings destination

Individual grades: Natural and cultural factors

3.8

The shallow Bay of Gdansk, rounded to the north by the Hel Peninsula and the Baltic Sea, gives the city a unique natural character.

Coastal dunes protecting the region against the intrusion of the sea from the bay alternate with a picturesque lake area around Gdansk and form attractive landscape diversity. The main experiential diversity, however, lies in the rich and tumultuous cultural history, which has plenty of historical monuments in the old centre of Gdansk.

Meetings Infrastructure

4.5

Gdansk is the city with the most advanced and comprehensive meetings infrastructure in Europe as a result of huge investments for EURO 2012.

Together with the excellent Convention Bureau that connects the entire offer of the Pomorjanska region, Gdansk has managed a major breakthrough on the international meetings scene.

41 Kongres travelogue

General and transport infrastructure

3.7

EURO 2012 gave an acceleration to the development of general infrastructure. Transport seems to be a bit weak, as the Poles have not finished all of the projects, but they are well on the way to a better situation, as this is the weakest part of the meetings infrastructure. It is necessary to highlight the dysfunctional cycle paths and inadequate road system and parking arrangements. New age blend of socialist and capitalist urbanism is still solid and works better than in some other Polish cities.

Tourism infrastructure

4.3

In the years up to the European football championship Gdansk literally blossomed. Accommodation capacities were adapted to the new tourists, with the biggest progress made especially in the area of cuisine offers, ranging from fast food to world-class cuisine. In the summer, the region around Gdansk is turned into the biggest Polish Riviera with a traditional seaside offer.

Subjective Grade

4.5

Gdansk lives and breathes for meetings tourism and is recognised as one of the most important tourist areas. The solid relationship between price and quality is one of the main reasons for the competitiveness of the destination. A positive personal experience and the hospitality of the locals reinforce the image that the city has acquired in a relatively short time.

Comparison with the region: Gdansk differs markedly from other Polish cities because of the special atmosphere in the old town and its many historical sites suitable for congress tourism. There is an attractive mix of west and east, of northern culture and of the old and the new, all adding to the city’s unique identity.

Gdansk is known as a place of freedom, which is written into its genetic code and is reflected in the rich cultural heritage and current cultural and artistic production.

As a result of the hyperactive Convention Bureau, Gdansk as a destination is in an extremely high position in comparison with other Polish international destinations. To achieve excellence Gdansk needs to focus on better regulation of its traffic and its accessibility, which is not yet at an adequate level, although the other infrastructure is

excellent and comparable with competing European destinations.

Cool meetings: ‘Pierogi’ are Polish ravioli, stuffed with a variety of meat, cabbage or potato fillings.

Gorazd Čad

42 Kongres travelogue

OSIJEK

An Overlooked Destination

Yes, being the centre of Baranja and Slavonia, Osijek is overlooked as a meetings and tourist destination. Croatia is not only the Mediterranean as it once was, but also the Baranja plains, Kopacki Rit and Drava, which symbolically connects the twinned towns of Maribor and Osijek and gives the town a unique character and softness.

The landscape is reminiscent of the Slovenian Prekmurje, as evidenced by the ubiquitous storks, recently harvested wheat fields and romantic sunflowers - it is a

melancholic landscape for which we can say that it has a soul. Similarly, the soft Slavonian soul hosts tourists and meeting guests openly and generously.

Things are going smoothly and calmly without the metropolitan neurosis. It is perfect for an escape from the routine. It seems that the quality of life here is at a high level. Being on the plain allowed for an unlimited expansion

and green areas and parks to define the image of the town. Everything is surprisingly clean and well kept. Urban transport is dominated by the nostalgic and sustainable tram.

The plain is also the main reason for the ubiquitous bicycles, the 2012 season fashion trend being for retro bikes.

The town is best known as a major regional centre of Slavonia where the most important regional granaries are located, and many remembering the former Yugoslavia will also know the name of the villa Tikveš, where Marshal Tito also lived, and by their compulsory elementary school geographical knowledge also know of Kopački Rit, which is the main element of landscape diversity.

The confluence of the Drava and the Danube is the main component of water-based high adventure and charm.

Both rivers exhibit the typical lowland landforms, such as river terraces, marshes and wine hills in the background of Kopački Rit, which as the inner delta of the Danube and

the Drava is unique in Europe and represents the largest wetland and floodplain in Europe.

Biological diversity is reflected in over 2,000 biological species living in the park.

This makes it ideal for a variety of sustainable incentive programmes, easily accessible by bicycle and in a very natural state - a true ecological gem.

The historical division of Baranja between Hungary and Yugoslavia at the time of the Yugoslavian Kingdom has brought many Hungarians to the city. Today, they live together in harmony with the Croats, as evidenced by bilingual inscriptions and restaurant names.

The adventure and landscape diversity of the destination is defined by the Kopački Rit national park. A visit to the park can be organised or it can also be visited individually following the well-groomed trails of the floodplain area between the Drava and the Danube.

43 Kongres travelogue

Unfortunately, there are also some noticeable consequences of the recent war, such as many areas that have not yet been cleared of mines.

It is best to visit the park by bike, as the bike paths are well-marked and not too demanding.

The sense of safety in the town is remarkable and in midsummer the city is buzzing with cultural and other events, the peak being during the "Osijek year."

It seems that the town was tailor-made for its population and the opportunities for recreation are endless. Next to the main convention Hotel Osijek there is a small marina from which adventurous souls can set out to explore the Balkans Amazonia. In terms of air connections God seems to have forgotten the town! Currently you can only fly on the internal flight from Split once a week. Ryanair has also bypassed Osijek. So one has to reach Osijek via the excellent highway that takes approximately three hours from Zagreb. On the highway you needn’t fear jams, not even at the rush hour.

The rail connection is also good; very important too is the access via the two rivers.

Osijek was once considered a kind of Croatian Manchester, as it was the industrial centre of

the wider region. This development was once supported by a solid transport infrastructure.

Continental tourism in Croatia seems to have been neglected.

The fact is, however, that judging by what we have seen, the natural, ecological and cultural potential for the tourism development of Osijek is remarkable. Partially the development

was stopped by war, which in the summer of 1991 almost completely destroyed the town, but the town successfully resisted the aggression of the “large Serbia� and prevented the Vukovar scenario from taking place.

The consequences of the war are now only occasionally seen on buildings. Baranja with Osijek is the pearl of Croatian rural tourism. Its indigenousness can be felt and touched. Unfortunately, the majority of the

44 Kongres travelogue

approximately 50,000 tourists in the town are Croatians, with only a few foreign guests.

The town has some 373 hotel rooms, the majority of which are in hotels suitable for conference tourism.

The river promenade, running from the Hotel Osijek to the medieval fortress, is full of cafes and in the height of summer the promenade is full, despite the searing heat. Cafes of all kinds and for all tastes dominate. It seems that Osijek is the epicentre of cafes of the wider region.

Osijek is suitable for smaller conferences and incentive groups of up to 200 participants.

The main meetings and conferences provider in the town is the Hotel Osijek. It has a multifunctional divisible hall which can accommodate up to 200 participants. The quality of service of the hotel is at the level of other European conference hotels, with an added dose of very friendly staff.

You will probably not go to Osijek for the classical convention tourism attributes – accessibility and facilities. This is a boutique convention destination that won’t leave you

cold if you don't like the mass convention tourism, have an exploring spirit and are looking for something special.

If the town lacks modern convention facilities, it is overflowing with a variety of special venues as a result of its rich history.

The baroque Fortress (Tvrđa), which was a military, administrative and business centre in the 18th century, calls for the organisation of events in the main square or in one of the museums or University buildings around it.

The real gems are hidden around the town: Zmajevec is one of them. Into the sandstone romantic wine cellars have been carved, which appear of a modest size from the outside, but in fact real galleries hide inside. The restaurant Josić is an exquisite authentic restaurant which combines traditional fish dishes, stews and deer, a superior space for the most demanding groups. The surrounding area is the epicentre for “gastro-nomads”. We also recommend the Restaurant Kormoran, if you like fiš stew or Kovač Cardo, where it is said that even Hungarians come for stew. Also very good is the restaurant “Zimska luka« (Winter harbour) at the Osijek Hotel. The offer for demanding corporate groups is not lacking.

Unfortunately, the offer remains totally unconnected, scattered and disorganised for conventions and congress clients.

The region, which calls out for incentive groups, does not have serious incentive agencies; a Convention Bureau does not exist. Consequently, you will be left to create convention programmes yourself or with the help of rare meeting and convention professionals.

Osijek is a special town that you can quickly fall in love with, as it enters your bloodstream.

The somewhat slow pace of life is relaxing and creates a feeling of ease. Besides, the ratio between authenticity, quality and price is reasonable and far more favourable than in Mediterranean Croatia. Unfortunately, because of the process of transition from the postindustrial town and the war, it is relatively undeveloped in meetings and conventions terms. Given what we have written above and the existence of its own university with numerous faculties and other institutions, which have some potential congress ambassadors, the town is one of the hidden convention gems of Croatia.

45 Kongres travelogue

Destination grade: 3.26 – RECOMMENDABLE CONVENTION DESTINATION Grading explanation: 5

luxury convention destination

4

premium convention destination

3

recommendable convention destination

2

average convention destination

1

so so convention destination

Convention Infrastructure

Currently deserves the highest criticism. The destination has practically only one true convention hotel. There are no local specialised DMC Agencies. Incentive providers are also nonexistent. A Convention Bureau for Osijek or the whole region is missing. Consequently, the development and variety of convention products is small. Because of all that we have written above, it is a great opportunity for development at the same time.

Subjective Grade

Individual grades: Natural and cultural factors

4.0

The most typical Croatian Pannonian area is among the most blessed Croatian provinces, which together with its position at the crossroads of three nations has created an extremely varied and socially attractive space. By way of illustration: the fertile agricultural areas, thermal waters, geographic location at the junction of the three nations, a position on the major transportation routes and the culture of co-existence and experiential diversity.

General and transport infrastructure

3.1

Despite the good road and rail infrastructure, the majority of convention tourists arrive to a destination by air. Nonexistent air accessibility of Osijek, despite the recently renovated international airport, is the main obstacle to serious development. A second precondition would be building a passenger port for river cruisers on the Danube. Until then, Osijek will remain above all a regional and local convention centre.

Tourist Infrastructure

3.5

The basic accommodation infrastructure is reasonably well developed and good quality.

Restaurants with above average cuisine stand out. The offer of bars and cafes and the general oeno-gastronomic offer is good. The weakest part of the offer is the lack of receptive DMC Agencies and a more proactive destination management.

2.2

3.5

It seems that Osijek lives and operates on the nostalgic pulse. Its identity was shaped by natural features and turbulent social processes.

For serious development of convention tourism this is not enough. The town has an excellent strategic position with numerous opportunities for the development of convention tourism, but it could also quickly become a convention blind alley. The most work could be done on the image of the destination, which besides the transport infrastructure is the main reason for the current lack of any competitive edge.

Comparison with the Region: To most people, the extreme north-eastern part of Croatia is the most marginal, border,

multi-faith, multicultural and the most poorly known region.

Its character is carved by the Drava and Danube rivers along with its symbolic, functional and aesthetic value.

Its self image is one of isolation and the feeling of living on a desert island of convention tourism, in which only a small number of meeting planners and organisers are interested.

Because of its geographic position, it is economically and politically far from the capital and as a consequence also undeveloped as a convention destination. The focus of the problem is a stereotypical feeling of neglect.

Overlooking this, Osijek is one of the freshest and most sustainable Croatian meetings destinations with no real competition in the region.

Cool meetings: BARANJA KULEN is a spiced, slightly hot sausage of the typically red colour.

Gorazd ÄŒad

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48 Kongres personalities

ENFANT TERRIBLE

Timo Heinaro

Could you introduce yourself to us in two sentences – one as your private persona and the other your public one.

Firstly quoting what I have somehow managed to write on my Facebook profile: adventurespirited, outdoors oriented, global travel lunatic, authenticity appreciative. Hopefully this also comes across positively in the public self.

Which are your favourite magazines in the tourism field?

I follow industry magazines mainly via newsletters: Incentive Magazine, Lonely Planet, SITE, Enterprise Engagement Alliance and anything similar from what the big boys out there are producing. Also, people performance improvement companies all around the world are producing very interesting stuff worth keeping an eye on.

What was the last book you read and which book would you recommend to our readers?

Inspired by this question I started reading one of my long time favourites: Thor Heyerdahl’s “Kon-Tiki”. It is such a gripping, classic adventure book. I didn’t know before that his crossing of the Pacific eastwards on a balsa raft actually took place in 1947. I also like Jon Krakauer’s books, the title of one, “Eiger Dreams”, I even borrowed for an incentive program that took guests climbing on the North Face of Eiger.

What was the last event you attended?

My mother’s 80th Birthday, spent together with closest family on our summer island. It was a beautiful and sunny day - a very warmly spirited event and good to see her still in such good shape and mood.

What was the last movie you saw?

Joe Wright’s movie “Atonement”, based on Ian McEwan’s famous book. A great movie which makes you go through a whole scale of feelings and is gripping right to the surprising climax.

How many foreign languages do you speak?

As you probably consider Finnish to be a very foreign language, with that included, four: Finnish, English, Swedish and German. Plus a few wobbly ones on top of those. I most regret not learning Russian when living in St Petersburg for a year.

I can probably say ‘Cheers’ in a few dozen languages, somehow I also managed to have very good practise with “Na zdravje” when visiting the Adriatic countries!

49 Kongres personalities

Who were your idols when you were growing up and who are they today?

I recall that my first idol as a kid was a family friend car racer, especially after receiving a postcard from him. Since then, sports idols have come and gone. As part of getting wiser (?), prominent world political figures have come to replace them: Gandhi, Mandela etc., but maybe this is more respect. Edmund Hillary I have met twice and both those moments were unforgettable.

What was your first job and what is your current job?

I started as a salesperson and cattle-handler – at the age of five! I had to stop when nobody any longer wanted to buy the wild strawberry plants I had torn from the woods. And my career as cattle-handler finished when one time I lost the lust to wake up at five in the morning to milk the cows at the neighbouring farm.

Now I run a full service incentive house where the travel side especially is my baby. Also, I bought back my old adventure company, so this autumn will be a busy one seeing if an old dog still can learn new tricks.

What is the first thing you do when you get to work?

When waiting for my laptop to wake up from its lethargy (with hopes to do the same to myself) I make a nice cup of tea with a lot of honey. Doesn’t matter if the tea is still waiting for me, brewing already for two hours, I still drink it!

What has been the biggest influenced on your life, a person or an event?

Spending a year in New Zealand as Rotary Exchange Student 30 years ago sparked the desire for an international career. Getting stuck in Hong Kong during Tiananmen Square Massacre made sure it was not going to be the career of an international banker. There I met a person who introduced me to the adventure travel business and it was only a short step from there to corporate events and the experiences business in general.

Could you highlight for us your best and worse life experiences?

The best experience is for sure the birth of my two wonderful children, a boy and a girl.

I’ve been sheltered from any big losses in my life or dramatic drawbacks, so the worst life experience probably is being washed down the the worst rapids on the Shotover River in New Zealand. I got so scared of the water that I had to do a diving course and have enough of that stuff around me. So, before long I was rafting again.

What are you most proud of?

Having life-long friends with whom we still stick together and do fun things frequently.

Which success story from the field of tourism would you particularly highlight?

How the MICE players from St Petersburg, Russia, brought themselves to the knowledge of buyers with no support from the official organisations (okay, they could use the embassies, which was exotic for everybody). It was true teamwork for a common cause.

Which marketing idea for you sticks out the most in the field of tourism?

How Iceland markets itself as a land of fire. No matter what the weather, you’ll get hot there!

What do you think is missing most in SE Europe’s meeting industry?

I am very comfortable with the offering by Slovenia and the coast of Croatia, but there is a need for much more ideas, education and lowering of the (psychological?) threshold for the potential of the rest of the region.

Would you share with us your favourite places to visit in spring, summer, fall and winter?

Sure. The easiest answer is that Hvar Island covers the first three. But Lapland is the best place to be in early spring when the days are long and snow still good for skiing. In July you won’t get me out of my summer island in the Eastern Lakelands of Finland. The ultimate experience for autumn is to see the Great Migration in the Masai Mara, Kenya, or doing all those adrenaline activities in Victoria Falls closer to Christmas. But, of course wintertime in the Alps is at the top of the wish list.

What do you do in your free time?

In summertime, sailing as much as possible.

In winter downhill skiing, also as much as possible. Otherwise I’m trying to maintain my physical condition by biking, snowshoeing etc. Frequently I bathe at the Finnish Sauna Society. Right now I am waiting for the funnel chantarel season to start.

Your life motto?

“No Pain, No Gain.” Trying hard to keep the stones rolling. But, perhaps for the storytelling above is best applied the life-guiding principle of “you always have to speak the truth – but no sense to tell everything!”

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The system is focused mainly on attendee registration and payment, but has a number of other interesting features, like the Entrio Facebook shop app.

Entrio handles the whole process from attendee registration, payment and promotion to on‐site sale and check‐in. The system is completely web‐ based, managed and secure, meaning the organiser has ultimate control over his event wherever he goes.

The great news is that it only takes 5 minutes to get an event up and running with your own customised event page, and there’s no need to bother with unnecessary functionalities. There are, of course, many advanced features as well, such as promotional codes, easy integration options, the Entrio Facebook shop, multi‐admin access and a host of others.

For the end‐user, the buying process is now very straightforward, painless and fun. Entrio has reduced all of the usual unnecessary steps of online shopping to make the process easier and more social for the buyer and also to bring better returns to the event organiser. Entrio currently supports credit card and bank transfer payments, through web and mobile interface.

Depending on the specific event, the system also supports innovative mobile e‐tickets and paper tickets with a check‐in system that can cover events from ten to several thousand attendees.

The project started this year in Croatia and is currently available in both Croatian and English. As it makes it's way across the region, Entrio will soon be available in Slovenian and German and will support more international currencies.

The service is free to try, without any setup fees or fixed charges, and it charges only per end‐user transaction (sold ticket).

You can find more information on www.entrio.hr Feel free to try it out and send the Entrio team any comments and feedback you may have.

52 Top 10

TOP 10 SEE AVIO MEETINGS DESTINATION

Based on data from ACI Europe, we analysed the data for some of the major meeting destinations in the region, according to the number of passengers. We considered destinations that have conference facilities and developed meeting infrastructure and are also listed on the ICCA scale of meeting destinations for meetings of associations. We left out some Greek and Turkish classical tourist destinations, with the prevailing charter flights and a large number of passengers. The main air hub of the region is Istanbul, with some 50,201,417 passengers annually over both their airports. Looking at the list an interesting geographical picture is drawn of the future development of congress tourism, which is largely dependent on air accessibility, but the development is not dependent solely on this factor, which is demonstrated by some destinations such as Dubrovnik or Ljubljana, who rank high despite their relatively poor air accessibility.

2. BUCHAREST

4. THESSALONIKI

7,447,433 passengers 51 place ICCA, 23 meetings Domestic Air Company: TAROM, 2.1 million passengers in 2011

4,061,697 passengers 68 place ICCA, 17 meetings

1. ATHENS

3. LARNACA, CYPRUS

5. SOFIA

14,436,064 passengers 2011 22 place ICCA, 55 meetings 2011 Domestic Air Company: AEGEAN AIRLINES, 6.5 million passengers in 2011 OLYMPIC AIRLINES, 4.6 million passengers in 2011

5,507,762 passengers 103 place ICCA, 10 meetings Domestic Air Company: CYPRUS AIRLINES, 1.86 million passengers in 2011

3,474,993 passengers 93 place ICCA, 11 meetings Domestic Air Company: BULGARIA AIR, 1.19 million passengers in 2011

Larnaca has found itself on the scale primarily due to good air connectivity, with conference activity currently more a supplementary activity for the low season and representing a significant and largely untapped potential of the resort destination.

Despite solid congress infrastructure and relatively solid accessibility, Sofia is similar to Bucharest in terms of what it lacks. Because the offer is not connected and the brand is unrecognisable, this is one of the unused gems of the region. This is clearly reflected in the ICCA scale at which it is at the tail end among comparable cities.

The city with the most diverse and complex meetings offer in the region, which was fully renovated for the Olympic Games. The main competitive advantage is the affordability and quality of infrastructure, which in addition to good air connectivity is a guarantee for the further development of the meetings industry which will be able to successfully defy the current crisis.

Despite the good air accessibility Bucharest did not utilise its meetings potential to the fullest. Mostly it lacks a recognizable meetings brand, grouped into a functional and proactive Convention Bureau, which would help to take advantage of many historical monuments and several top convention hotels.

Thessaloniki is forever in a fight with and overshadowed by the capital, which proves that even with poor accessibility and systematic work good meetings results can be achieved. Overall a very solid destination, known for its university and diverse conference facilities, which although it does not enchant at first sight, it fully meets the needs of meeting planners.

53 Top 10

6. BELGRADE

8. TIRANA

10. LJUBLJANA

3,124,537 passengers 26 place ICCA, 42 meetings Domestic Air Company: JAT AIRWAYS, 1.21 million passengers in 2011

1,817,073 passengers 178 place ICCA, 5 meetings

1,287,461 passengers 27 place, 42 meetings Domestic Air Company: ADRIA AIRWAYS, 1.16 million passengers in 2011

Belgrade has made the fastest evolutionary congress progress, because of which it has become a recognisable convention destination for innovation and exceptional entertainment.

In Belgrade they took excellent care to combine adrenalin and passion that get many eager looks from the competing cities. If they are going to sort out the infrastructure as well, the way up is unlimited.

Rookie on the scale that it ended up on due more to better air connectivity compared to some of the other top-ranked destinations than anything else. In Tirana forget about boredom; the city is full of contrasts and will certainly be developed in the future as a convention destination.

For the third time in eleven years Ljubljana as a convention destination made a list of 50 top meetings destinations worldwide and in 2011 it made a considerable improvement compared to 2010. It has appropriate infrastructure and as a small, compact city it offers a very pleasant experience to congress participants.

HORS CATEGORIE

7. ZAGREB

9. DUBROVNIK

ISTANBUL

2,320,098 passengers 48 place ICCA, 24 meetings Domestic Air Company: CROATIA AIRLINES, 1.87 million passengers in 2011

1,349,501 passengers 48 place, 24 meetings

50,201,417 passengers in 2011 8 place ICCA, 113 meetings 2011 Domestic Air Company: TURKISH AIRLINES, 32.62 million passengers in 2011

The elegant Central European city expects airport expansion and construction of a convention centre that will surely spark off a new cycle of congress development. Based on the available infrastructure, the city achieves outstanding conference results and with a reasonable price it offers very strong competition to the other cities.

The regional tourism flagship carrier is always one of the stronger players, also in the field of congress tourism and especially in incentive programmes. If it will improve the connection between the summer and winter season, because of the excellent infrastructure it will be better placed than its rivals.

Without a doubt, the top regional congress destination, that in the battle with the betterknown congress cities still seems fresh and in shape, also because of the excellent operation of the entire destination. From the perspective of congress service users one finds it difficult to imagine a more attractive destination, full of excellent facilities and an attractive additional offer.

Croatia Meetings 54

.com

Croatia Addendum

Special addendum for Croatian meetings industry

ZLATAN MUFTIĆ

THE MEETING ORGANISER FIRSTLY NEEDS TO SECURE GOOD VALUE FOR MONEY, THEN FOR SUBVENTIONS

ROKO PALMIĆ

AND THE CONGRESS CITY OF EUROPE IS...?

TRY CROATIAN ZAGORJE ON CROATIA AIRLINES

KARIN VAN DEN BERG:

I AM LOOKING FORWARD TO THE NEW CHALLENGE!

KREŠIMIR ILIĆ

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN TOURISM

Editorial Board: Daniela Kos, Aleksandra Uhernik Đurđek, Roko Palmić

No3 10/2012

ROVINJ - A boutique destination with conference content of a metropolis nique blend of Mediterranean charm of a boutique destination with two conference centeres, the contents of which include nearly 50 lavishly furnished meeting halls and superb hotels on interesting locations by the sea.

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Contacts: Tel. +385 52 800 329 info@maistra.hr http://www.maistra.com

56 Croatia Addendum

ZLATAN MUFTIĆ: The meeting organiser firstly needs to secure good value for money, then for subventions

Is the support and subventions for organisers of international meetings when choosing their destination justified? Is it ethical? Is it even necessary?

In any case, this reality has become a trend in the congress industry, and it will be interesting to monitor how it develops in the future and in what way destinations will compete against each other regarding the benefits that they will offer to organisers.

Zlatan Muftić, head of the Zagreb Convention Bureau, spoke about his current experience.

Zlatan Muftić is Manager of the Convention Bureau at the Zagreb Tourist Board. He visited Tourism Management postgraduate studies at the University of Economics in Zagreb.

Since 1992 he worked in jobs as a tourist informant and promoter and since 2002 has been focusing on the promotion of Zagreb as a congress and incentive destination. He is a member of international professional organisations MPI, DMAI, and SKAL.

Do representatives of associations or companies stipulate some sort of subvention as a condition for the organisation of meetings in Zagreb? Is it critical in choosing a destination or are there some other factors that are more important?

Conferences organisers, particularly association representatives, as a rule seek some kind of support from the destination, consequently from the Convention Bureau.

Most often this is not a request for direct financial support, but rather support along the lines of co-financing a congress in a certain segment; a welcome cocktail, the sponsorship of lunch/dinner, city sightseeing, securing promotional material, souvenirs and such like. Depending on the requests of the so-called ‘bid manual’, where the financing of some of these items represents an obligation of the organiser, we can begin to discuss the importance of that type of support. Of course other factors also have an important role and fundamentally they are more important than the co-financing. Namely, it is logical that if the organiser is offered good value for money, that the importance of other types of support will decrease. With congresses of international associations, there are other numerous rules and limitations which cannot be reduced only to subventions - all of these issues are not insignificant and, especially in this time of crisis and recession, they play an increasingly important role in the organisation of all types of events, including congresses.

In what ways does the Zagreb Convention Bureau give support when bidding for association meetings?

Regarding association meetings, we take into account that the congress that we give support to satisfies certain criteria concerning its international significance. In other words, that with the meeting being held it raises the reputation of the destination and consequently contributes to having other meetings.

Furthermore, the number of participants is an important criteria, so too the number of realised overnight stays in the destination. The support, after previous evaluation, is given to the representative of the organisers during the nomination, and it includes costs of inspection visits of people who decide on the destination as well as the cost of representing Zagreb in the final phase of the bidding process, when the choice is narrowed down to 2 or 3 possible destinations. Furthermore, in the case where a bid is won, and if there is a need for it, the Convention Bureau follows the organisers on the previous congress with the goal of attracting as many participants to Zagreb as possible. As a rule, further support consists of promotional material, eventual sight-seeing of the city and alike. With extremely important events there is the possibility of additional support, but it is necessary to further elaborate and evaluate these requests.

In what way do you think destinations will cope with requests for subventions in the future and what benefits will be offered to organisers?

This is a quite complex question that I will try to simplify as much as possible for now. It is a fact that most organisers seek certain benefits.

I believe that basically it all comes down to the cost/benefit analysis. Therefore, if the support for a certain event clearly realises a larger profit for the destination, then it is justified.

The contrary being the case, then it is not. The exceptions are previously mentioned events that with their significance exceed the material aspect in the narrowest sense, where support represents certain collateral for the future.

57 Croatia Addendum

This especially concerns congresses which contribute to the reputation of Croatian science, culture, or significantly influence the dynamic development of economic activities.

Can you give an example of a meeting held in Zagreb where the Convention Bureau was of significant help?

One of the best examples is definitely the EBRD congress (The European Bank for Reconstruction and Development).

There were an exceptionally high number of participants (approximately 1500) in oglas Kongress 182x125mm.ai

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Zagreb. Numerous agencies (hotels, halls, agencies, various catering facilities...) were involved in making it happen. The meeting was exceptionally important for the Republic of Croatia, and the main organiser was the Ministry of Finance. The congress was, in line with its potential, also supported by funds from the Convention Bureau.

What important international meetings will be held in the near future in Zagreb? In what ways will you be supporting them?

Of the significant meetings this year I would 9/19/12

2:17 PM

highlight Child in the City, with approximately 500 delegates. We already gave support for the bidding and inspection visit of the organiser.

The support is usually in the sense of promotional material, souvenirs and alike, but an exception to this was the recently held ECM conference, where the Zagreb Tourist Board was the organiser-host.

58

Column

And THE congress city of Europe is...?

For the seventh year in a row... and it has something to do with the flight connections!

Roko Palmić

Roko Palmić is a hotel industry professional, specialised in overall sales and marketing strategic planning and execution of plans.

He has held positions, among others, as the Director of Sales and Marketing for Hotel Sacher Vienna & Salzburg and The Regent Esplanade Zagreb. He is currently the Managing director/owner at JumpUp Hospitality & Tourism Consulting.

I have already written about the importance of an excellent service for business guests, about great meeting venues that they expect, about good lodging opportunities and about the capable and experienced staff that are handling the entire event.

But there is one more crucial thing that needs to be there prior to all of the above mentioned segments: destination accessibility. Simply put, if you cannot get to a certain destination, no matter how perfect the service and venues it may offer, you will not even consider it as a possible MICE destination. In fact, you will not label it as a MICE destination at all.

The importance of accessibility for a MICE destination is crucial. It is the very first thing checked by MICE planners before all of the other details. And of course, I have to point this one out; accessibility today means accessibility by air – flight connections.

Only local, domestic congresses in smaller countries can allow themselves the luxury of a congress organised in a destination that is accessible only by road, for example, our beautiful congress city - Opatija. But if we speak about international congresses, flight connections, especially direct flights, are a necessity.

“Time is money”, so the saying goes, and this also stands for the congress industry. In the first place, congress participants usually treat congresses as important, but also as a time consuming event, and they tend to shorten

the time before and after the congress as much as possible. The best way to shorten this unproductive time is to depart as soon as the congress is over. If this is not possible, the next day to leave the MICE destination is tolerable, but nothing beyond that. Every additional overnight stay due to the poor flight connections of a MICE destination and where congress participants have to wait for the flight is considered to be a waste of time, thus a waste of money. And this is something everyone would like to avoid.

So, the major role of a good MICE organiser is to find a destination that is easily accessible, meaning frequent flights – the congress participant can fly to a congress city, take part in the congress, and travel back home the same or at least the very next day. And, of course, it is important for the flight to be a direct one.

According to a Roland Berger study, cities that have more than 60 direct flight connections - or to be more precise between 60 and 180 - have a good prerequisite to become a successful congress destination.

There is a strong correlation between the number of congresses and the number of direct flight connections (according to Roland Berger Strategy Consultants, Vienna (authors of the study: Dr. Vladimir Preveden and Christoph Schlager)).

I definitely agree with this study, which once again confirms what every congress planner takes into consideration when planning a congress: no direct and frequent flight means no congress in that destination.

This is a natural symbiosis and it functions well: the air industry needs travellers, and

congress participants provide them for the aviation industry. The congress industry, however, needs frequent flight connections for a congress to take place. This is how the air industry is vital for a city development.

Many cities became known as congress destinations (Vienna, London, Zurich, Berlin, Rome) and they owe some of this reputation thanks to their aviation industry, since it made the cities accessible and provided them with the opportunity to proudly offer and organise international congresses. It made cities available practically from every corner of the world, and congresses could be, and are, without hesitation organised and held anywhere if it is reachable by frequent and direct flights.

Vienna counted 181 international congresses in 2011, according to the Vienna Convention Bureau, being ahead of Paris, which hosted 174. With approximately 160 direct flights, it is easy to guess that the strongest congress destination in Europe and even wider is ...

Vienna.

Vienna is, for the seventh year in a row, the city in Europe - and globally - with the largest number of congresses. Vienna is an old city, the centre of the old Empire, where all the goods and services of the monarchy were located. After the monarchic demise, Vienna continued to grow. It is a strong leisure destination, with a lot of cultural attractions, but what we in the industry see Vienna for mainly – is as the congress centre of Europe. The most important trade and political meetings have been held in Vienna for decades and it is logical that congresses follow this long lasting trend. So, there you have it – the city known as the centre of “mittel Europa”, a strong tourist, business and a cultural center, Vienna is the capital reachable from anywhere, by air, rail and road. If you sum up all of this, with an emphasis on its more than 160 direct flight connections, you have the capital of congress tourism in Europe.

59 Croatia Addendum

If we take a look into history, at the first cities in ancient Mesopotamia and later throughout history, they were formed at the major junctions. Usually, the crossroads were also points where trade first took place as well. We can conclude that the formation of cities is based on traffic and trade.

During the middle ages and beyond, especially in Italy, cities were growing strongly, forming independent trade associations and the beginning of some sort of health and education services. This would never have happened if there was not traffic involved.

Traffic, in all of its forms (horse carriages, rail, ships, the car industry, aviation) keeps the system moving: it is vital to trade and to the life of a city just as blood is in a human body.

The aviation industry increased all of the processes of production, trade and commerce as it made everything easier and faster to distribute. But the air industry most significantly affected one industry: tourism.

Since the 1950s, when commercial flights became more and more affordable, tourism got the wind in its sails and evolved beyond all expectations. The somewhat infamous

Welcome Home!

term “mass tourism” went hand in hand with incrementally cheaper air tickets. Leisure tourism was in expansion; even the middle class could afford a trip by plane to the coast and a nice holiday in the sun.

Forms of tourism may have varied throughout the years, today mass tourism has been replaced by selective forms of tourism (MICE, vacation, adventure, family, ‘robinson’, religious, health tourism etc.) but one constant remains without which it wouldn’t at all be possible: traffic and, especially, the aviation industry.

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60 Croatia Addendum

TRY CROATIAN ZAGORJE ON CROATIA AIRLINES

In April, to introduce Business Class passengers to the oeno-gastronomy of the Croatian regions and to offer them a more pleasant and tailored flight experience, Croatia Airlines launched a new onboard service called Flavours of Croatia. From Istria and Dalmatia, the rich oeno-gastronomic journey continues from October to December through the introduction of the tastes, scents and colours of the Croatian Zagorje.

The menus are created in cooperation with leading chefs, who prepare traditional Croatian meals in a modern way. The newest menu was designed by Tomislav Kožić, chef at the Academia restaurant in the Bluesun hotel Kaj in Marija Bistrica, and it includes famous Zagorje meals such as various cheese strudels, fish with ‘signature’ side dishes and much more.

The new service is focused on Business Class where, in addition to carefully selected on board meals, passengers are offered premium matching white and red wines that are characteristic of the region being presented.

Economy Class passengers on international flights also get the chance to savour quality food and drinks. The service is rounded off with instrumental music by Alan Bjelinski, each gastro region having a video presentation on the planes a well as in the informative Croatia inflight magazine.

Drinks and specific products of various regions can also be purchased on the aircraft while information on the new inflight service and meals, as well as other benefits, can be found at www.croatiaairlines.hr

61 Croatia Addendum

CATFISH FILLET COVERED IN ZUCCHINI IN A TOMATO SAUCE The catfish fillet is baked or fried. Egg white is beaten and sliced zucchini then added to it. A large spoon of egg white with zucchini is placed on the hot oil and on it is placed the catfish fillet. After two minutes the fillet with egg white is turned and then continued to be fried.

Served with a fresh tomato sauce with a little pumpkin oil added at the end.

APPLE AND WALNUT CAKE Scramble 2 eggs, 400 g of sugar, 0.35 l of oil, 1.25 l of milk.

Add 250 g goats or corn flour, baking powder, 250 g walnuts and 800 g of grated apple.

Bake for half an hour at 170 degrees.

Cover with a glaze made of 400 g of sugar, 0.05 l oil, 0.05 l of milk and 50 g of dark chocolate. **Blackberry wine is suggested along with the desert.**

„Flavours of Croatia“

www.croatiaairlines.hr

62 Croatia Addendum

63

KARIN VAN DEN BERG:

Croatia Addendum

I am looking forward to the new challenge!

Karin van den Berg was appointed General Manager for DoubleTree by Hilton Zagreb in January 2012 when she transferred from Hilton The Hague, The Netherlands, which opened its own doors in July 2010. A graduate of the Hotel School The Hague, she acquired operational hotel experience in Phuket, Thailand and Beijing, China for the first five years of her career. She started her career with Hilton in 1992, where she specialised as a Revenue Management Director for Europe.

It has been announced that this fall the first 4-star DoubleTree by Hilton hotel will open its doors in Croatia and, thereby, in this part of Europe. It is one of the global brands of the Hilton Worldwide hotel chain, famous for the fresh chocolate chips cookies that welcome its guests.

At the hotel’s helm will be Dutch woman Karin van den Berg, ready to lead a team of mostly local employees. Karin has already been employed at the Hilton for ten years and comes to Zagreb from a General Manager position at the Hilton The Hague. She was happy to share with us her thoughts on the new project and Croatian tourism, as well as a little bit on her private life too.

Earlier in the year you moved with your family to Zagreb. How do you like the city?

What is your opinion of Croatia and Zagreb as tourist destinations?

My first encounter with Croatia occurred 2004, when I was a Regional Director of Revenue participating in the opening of the Hilton hotel in Dubrovnik. Zagreb is an entirely new experience for me. The city is beautiful, not too big, but not too small and certainly has a lot to offer to different types of visitors. Zagreb is an interesting city break destination for a short break, but still not at the top of the list of choices for this type of travel, compared with Vienna, Budapest and Prague. However, I believe that the Croatian accession to EU will contribute to stronger positioning of Zagreb as a European tourist and business destination very soon. With its culture, nature and interesting towns nearby, I believe that it is going to have a good future. The Zagreb Tourist Board and the Croatian Tourist Board are currently doing a lot in terms of promoting Zagreb, and as we enter into the market, we will also do our best to let as many people know about the Croatian capital on international markets.

Already we are in contact with people from

the tourist community, so that together we have joined forces in appearance on the international market. A good partnership of all stakeholders in the destination - from museums, restaurants and hotels, including the co-ordination of activities by the tourist board - is a prerequisite for a stronger development of the destination in terms of tourism.

What are your expectations in terms of hotel occupancy and operating results in the first year of operation?

It is our absolute priority at the start of operations to build awareness of the hotel and brand DoubleTree by Hilton. Zagreb has a sufficient supply of hotel rooms, so our focus will not solely be to reach the maximum occupancy. More of a focus will be on achieving the optimum combination of rooms and price. We will try to attract visitors who are willing to pay the right price.

I think that here we have an advantage over other hotels, because we have a smaller capacity. I expect us to be pretty busy in the middle of the week, while weekends will be calmer. We already have a “demand based pricing” system worked out and the rates vary depending on the day of the week, as well as time of the year. May and June as well as September and October are traditionally stronger in the area of corporate guests, which will be reflected in the price.

In periods when there is less demand, guests will be offered attractive prices.

Therefore, our first year after entering the Croatian market will be spent on introducing guests to our brand and services. DoubleTree

by Hilton is a well-known international brand, and in filling capacity we will also be helped by an attractive loyalty programme called Hilton HHonors, with many members around the world. Therefore, if in the first year we will be focusing exclusively on filling our capacity, I do not think it will bring

64 Croatia Addendum

success in the future. It always takes time for a hotel to come to life - one has to be patient and gradually build a story.

Conrad Hilton, founder of the hotel company, once said that the location is crucial to the success of every business hotel. Your hotel is situated in the heart of Zagreb's business zone, does that mean your primary focus is on business customers?

I could not agree more with Mr. Hilton!

Location is a key factor in our company when we decide where we will open a new hotel. In Zagreb, the position right in the centre of the business district prevailed and we decided to take advantage of it. However, we are not only focused on the business guests, as is clear by the additional facilities in the hotel, such as a pool and fitness center. The hotel is just two kilometers from the historic city centre, so we want to attract tourists as well. In the Green Gold Center there is also a large number of restaurants, a shopping center, and it is close to other points of interest for many tourists.

Conrad Hilton was absolutely right, the location is really crucial to the success of the hotel. In our case it is a good foundation, but it is upon our team to ensure our guests get an outstanding service or meet the rest of our brand’s promise. The symbol of DoubleTree

by Hilton hotel is a cookie with chocolate chips, a little thing that tells guests that we are different and that we care about them and make them feel welcome. A cookie is a way to communicate with guests and actually represents the totality of services at the hotel.

What will the conference capacity of the hotel be? In what way will it be different from the other hotels in Zagreb?

We will be focused on small and mediumsized events. We have a total of 152 rooms and six multi-purpose meeting rooms, and we use them for business meetings and social events.

Our ballroom is the largest area, with a total of

200 square meters, in which we can organise a dinner for 150 people.

In what will it be special? We pride ourselves on the special DoubleTree by Hilton concept of meetings, which means that our clients have a well trained and dedicated team of staff during the preparation and holding of meetings. All rooms are on the same floor, and guests can expect a high level of service. What works in our favour is the fact that we are a brand new hotel and thus our audio-visual equipment is the most recent, that will definitely differentiate us from others. We also offer free wireless and wired Internet access on the entire floor and in all the halls. Furthermore, in co-operation with our neighbours in the Green Gold, conference centre Forum Zagreb, we will be able to increase our conference capacity, which also gives us a certain edge. I think it is a good business model.

It is notable that women are at the forefront of both of the Hilton Hotels in Croatia. How hard was it was to climb the corporate ladder to your present position?

It certainly wasn’t easy, but I wouldn’t say as a woman that it was harder for me than for my male colleagues. If you want to advance in your career, you have to make a special effort.

I have been employed in Hilton for over ten years; I started as a trainer teaching colleagues on new operating systems at hotels. Ten years on I became a director. Did I achieve it all working 9-5? No, I did not. In our company I really like the flexibility in terms of choosing a destination and the work that you are offering.

If you are willing to travel and migrate for your job, then you have great opportunities for advancement. At Hilton, women are encouraged enough, they give us a chance to develop. Sometimes it is an advantage when you are a woman, but there are also drawbacks.

You must find a balance between work and private life. Recently I became a mother, I have

a one year old daughter, so to me, priorities have changed. Fortunately, my husband takes care of our daughter during the week, which helps a lot. Without family support all this would not have worked out. But it is also the same with the male directors who have a family, isn’t it?

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In addition to standard text translation, Centre EDITOR PLUS also offers simultaneous and consecutive translations, as well as translations certified by court interpreters.

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66 Croatia Addendum

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN TOURISM CRM is not just a software solution, but also a set of skills and competencies that will enable a company to better leverage and profit from each and every customer relationship.

CRM entails all aspects of interaction a company has with its customer, whether it is sales or service related. It uses technology to streamline processes that impact on customer loyalty, service delivery and quality management. CRM is a strategy that can help to build long-lasting relationships with the customers and increase profits through the right management system and the application of customer-focused strategies.

Krešimir Ilić, business development manager at Infinitas Group Ltd., has worked in various IT and telecom industry management positions.

Previously he worked as the Corporate Services Manager for Atlas travel agency. Consolidating business applications for key business processes in tourism, he became acquainted with the business challenges of the IT sector, supporting the complex organisational and communication environment in the tourism industry.

It is very essential for any business to know how to differentiate customer treatment according to individual preferences.

CRM technologies focus on managing all interactions that an organisation has with its customers, in order to leverage the data in a variety of business applications.

There are three elements of CRM application architecture: 1. Operational - automation to the basic business processes (marketing, sales, service) 2. Analytical - support to analyse customer behaviour, implements business intelligence technology 3. Cooperational - ensures intensive contact with customers (phone, email, web, social networks, fax...)

No missed opportunities: the ones that we miss will be used by someone else Imagine one of the possible typical scenarios in tourism business without CRM, where ONLY!!

• 30% respond to the initial interest of the visitor in order to increase booking

• 20% have optimised registration pages • 20% collect data for future communication with visitors • 30% have a relevant, personalised communication, after the booking or a visit • 30% have consolidated information about the individual (or group) visitors • 20% try to sell local attractions through the hotel offering Foreign tourists in Croatia surpass domestic by 10:1. The Croatian ‘share of wallet’ is still lower than it deserves, especially because of foreign tourists’ relatively limited knowledge of just what Croatia has to offer. These tourists are accustomed to more sophisticated marketing.

For them, marketing is part of the service, particularly at the decision-making stages: smart brands are constantly communicating with them.

Tremendous opportunities are opened up through the introduction of CRM practices in business, as can be witnessed by market statistics where CRM is a business standard.

Let us mention the most important findings: generating new revenue from existing guests is cheaper than acquiring new ones (even 5 to 10 times so), 5% increase in customer loyalty increases profits by 25-100%. Here is an example from Virgin Holidays: income from existing guests in relation to the new from 25% initially to 65% in four years, the margin increased by 30%, the degree of conversion of opportunities into sales results more than 300%.

It is critical for hospitality sales and marketing professionals to maximize their return on investment (ROI) in marketing. Targeted marketing to existing customers is the best way to increase marketing ROI. When calculating ROI, savings can be found in the form of reduced use of time to manage customers and customer transactions, reduced time needed to assemble and consolidate sales forecasts, additional revenue found in terms of increased lead generation and increased sales due to increased customer loyalty.

67 Croatia Addendum

CRM is not just a software solution, but also a set of skills and competencies that will enable a company to better leverage and profit from each and every customer relationship. Good CRM is all about replicating the same experience with the use of technology.

In the true spirit of thinking outside of the box, experts at the Gartner Group believe that “The most successful organisations will be those who, through innovation and focus on business effectiveness rather than merely efficiency, manage to break the mold of traditional business thinking”.

CRM in Hotel Industry With the latest offerings in CRM, hoteliers can: • Develop comprehensive guest profiles from reservation information and demonstrate to guests/customers that the property is in touch with their needs • Drive guest-centric data down to the transaction level, allowing employees and guest-facing technology to deliver greater value to the guest/customers • Generate a realistic profile on the spending and stay patterns of guests, allowing the property to create guest-centric marketing for increased loyalty and spending The main components can be understood through the benefits the solution brings to the particular business functions.

Sales department - benefits from contact profiles and history, account management including activities, order entry, proposal generation. Furthermore, sales processes are fully automatised, such as pipeline analysis (forecasting, sales cycle analysis, temporary

alignment and assignment, roll up and drill down reporting).

Customer service and support - can more easily perform incident assignment, escalation, tracking/reporting, problem management/ resolution, order management/promising, warranty/contract management, carry out telemarketing/telesales actions based on call list assembly, autodialing, scripting, order-taking…

Marketing department - can perform faster campaign management, opportunity management, web-based encyclopedia, market segmentation, lead generations/enhancement/ tracking Executives - use extensive and easy-to-use reporting for a better visibility of an entire organisation and business decision based on relevant KPIs. IT professionals - can integrate CRM with ERP, PMS, legacy systems, web, third party, synchronise data with multiple databases/ application servers, use mobile extension E-commerce functionality - manages procurement, includes B2B and B2C applications CRM in the Meetings Industry In the organisation of congresses the basic tool used for participant registration is Excel, and the tool for communicating is Outlook or Gmail. This causes frequent copying of data, difficulties in monitoring the various records and slows the production of various reports and views. Communication with congress participants and the exchange of information between the congress organisers is difficult.

A CRM application like igCongress solves the problem and increases the efficiency and profitability of some core processes, such as the definition of the congress parameters, administration of contacts, registration of participants, booking of accommodation, definition of the content of the conference (workshops, lectures), reservation of conference facilities for workshops, selling transfer and additional services, administration of conference and so on.

With the use of User Portal, participants can easily register for the conference, reserve accommodation, purchase additional facilities and transfers, and get an overview of purchased or ordered content.

The registration system boosts efficiency in processes that without using the system are usually slow, where a user interacts with the automatised portal instead of very busy personnel over a telephone. Some examples of such procedures are the registration request of participants (individual, group), submitting offers, online payment, or an overview in real time.

Experience shows that one of the most significant pain relief remedies for congress organisers is a solution for accommodation during the congress. Therefore a PCO/MICE application comprises of modules that can even be used for timely cancelation (release period) or additional contracting, preparation of rooming lists, room sharing tracking, calculating the cost of accommodation per participant and other operations.

The application provides a comprehensive set of reports for congress organisers and clients, which allows better insight into performance and planning for the next event, whereby reports can be generated ad-hoc by non-IT personnel for business purposes.

The users of CRM solutions highlight as the most important advantages improvements such as reducing the required number of staff, overall time spent and reducing the possibility of errors. At any given moment they know how many people are registered, how many offers were sent, how many of them have been charged, and almost all at just one click of a button. For organisers, this information is essential for the preparation of all the material and the total revenue. Upon completion, they receive relevant reports on attendance and the success of the entire project.

68 Agency presents

iDMC Open-mindedness and strong creativity elevate iDMC’s reputation

As an incentive and destination management company iDMC takes pride in the depth of its knowledge of Slovenia as a destination. With each team member coming from a different region and with different knowledge, skills and preferences, together they offer a uniquely diverse team able to complete any client’s demands.

Offering all of the basic DMC services - such as finding the most appropriate accommodation, dining options, ground handling, programme management etc. they demonstrate their creativity at every stage.

Deriving from Incentive Company, they have numerous ideas on how to spice up an event, no matter how ordinary it may appear.

Even for the most demanding events they eagerly tackle the challenges. All iDMC managed events are handled with care, attention to detail and proficiency. Their open-mindedness and creativity have built a good reputation for iDMC in both local and foreign markets.

The heart and soul of this company is its team: passionate individuals, excited to be together and working on their own ideas to make them come true, consider their job as more than just work. For them, iDMC is a way of life. They are a well bonded team that share a common vision.

Ideas for their programmes are developed and tested by the same team that will execute them, so the whole process from initial idea through planning and realisation are in complete harmony. The team brings fresh ideas and bag-loads of energy to each and every event. Their skills and originality are harnessed to great organisation, which helps them connect the entire event and keep everything in check for the client, taking on full responsibility for the organisation and

tying together all of its different parts whilst keeping everything in check.

A special factor of their creative approach is the attention they give to the environment.

Whenever possible they use local eco-friendly and sometimes also home-made products.

Conscious of the importance of the environment and of the influence the MICE industry can have on it, they engage environmental awareness very seriously. iDMC is available to handle any event, large or small, business or fun, or, the ones that they really enjoy the most, a bridge between the two!

See more at: www.idmc.eu Contact: gregor@idmc.eu

69

IS IT POSSIBLE TO CUT HOTEL STAFF COSTS FOR 20%?

With the little help of technology it is

Igor Panjan is co-founder of SMART Product Agency, a startup that is on a mission of creating smart products for hospitality industry. We just love to do business process optimization and join that knowledge and experience with web and mobile technologies. We innovate by closing the gap between hospitality industry needs and technology opportunities. Igor was a speaker on the topic of business process management and business process optimization at IBM Forum 2011 in Portorož, Slovenia and a co-speaker on IBM Impact 2011 in Las Vegas, NV, USA.

Property management software (PMS), that hotels use today generally do two jobs. The first one is sales centered like guest room reservation, on-line reservation systems integration, POS systems integration, etc. Even hotel’s internal sales channels like restaurants and bars have very good support in PMS. But there is one job that today PMS systems just don’t do wright.

Internal business processes like housekeeping operations are managed through printed reports and schedules that become obsolete in that very moment they are printed. Why? Because the only thing that is constant in hotel’s daily operations is change. And for effective change management in a hotel you need people, a lot of them. Almost 50% of hotel’s operating costs are glued to staff costs.

SMARTHousekeeping addresses these challenges through technology that is easy to use and quick to implement. Executive housekeeper, housekeeping manager, front office or hotel’s call center use touch optimized web application.

Web application is best viewed on big screen computer monitor or even touch enabled LCD or plasma TV. This way you can see whole hotel on one screen, no matter where you are. In fact, you can manage your hotel in real-time even from home while drinking coffee in the morning. We have reduced time spent every day, by housekeeping executive or housekeeping manager, to organize their room-attendants teams from hours to minutes by automatically preparing daily room cleaning schedules according to room statuses. Once you have created room cleaning schedules you can easily make changes just by moving a room with a finger from one roomattendant to another.

PR

Room-attendants teams are the biggest teams that you have to manage in a hotel. So how do you manage a big team? By giving them a smart mobile device that fits in their pockets. Mobile devices and application they use are designed for their specific needs. By using the smart mobile device we deliver live, real-time data what is happening around the hotel and monitor time spent for different work tasks. Room quality checks will be actively monitored through smart mobile device designed for supervisors. Room quality checks will not be lost in kilograms of paper hand checked documents, but saved for analysis what could be made better.

After couple of months (2-3) of real-time data gathering the hotel is ready for housekeeping business process optimization. You will not have to spend hours in MS Excel to extract the story of cost management from data gathered. We will prepare dynamic automated reports that will support your decision making process like SMART Work time and SMART Workflow optimization reports. Reports will be available on line to users with specific credentials (management) or delivered to you every morning before the meetings start. www.smarthousekeeping.com

70 Kongres telescope

AN ASSOCIATED APPROACH TO STRENGTH AND GROWTH "A very rich product but not the branding behind it"

Getting an overview of what’s been happening on the Athens and Greece hotel landscape and their response to current challenges, The Kongres Telescope spoke to Alexandros Vassilikos (AV), Chairman of the Athens - Attika Hotel Association and Agni Christidou (AC), Director of the Hellenic Chamber of Hotels.

Could you tell us a little about the work you do representing hotels regionally/ nationally and how your role has evolved with the events of the last years?

(AV) Firstly, there is the collaborative component between us and the government, dealing with best ways of managing administration and keeping business on the right track. With the current economic climate, this side of our role is taking up most of our time at present. We also try to promote the destination in different ways for all of our involved members, which is the most interesting aspect for us. For example, we have collaborated with Expedia in order to promote the destination, but today, with limited funds, we have to do totally different things and this is what we have started doing. For the past months we have done six or seven FAM trips and we work a lot with the airlines that have implemented new routes to Athens to show them the city and dispel the media image that has distorted the reality of everyday Athens. We have seen many medium haul airlines coming in and we are working closely with the airport to develop this and bring more flights to Athens.

(AC) We have also seen new challenges for the hotel industry, which is anyway a very dynamic industry but is now dealing with the economic crisis. An example is a number of hotels that have been dependent on Greek guests, who are holding back to see what will happen with the economic situation and, for example, visiting their relatives instead.

For destinations reliant on foreign visitors, they have not been too badly affected apart from Athens, because it is on the screen all the time and everybody has identified the crisis with an image of Athens.

Has the crisis had a significant impact on hotel business in Athens? If so, what can your association do to address this?

(AC) This is something where we need to be careful with the statistics - there have been some closures, for example, but quite often hotels have retained the businesses and when things change they can easily re-open.

They haven’t changed to a commercial use or something like that. The President of the Hellenic Chamber of Hotels is an elected hotelier and is also an Athenian, who is very active about any problems, but there is not one single way to deal with it. In May, for example, during the elections we had a trip for 40 German tour operators who had never been to Athens and who were surprised at just how well the city works, especially against the media image they have been presented with.

Room uptake has of course fallen and this has been reflected in room rates that have also fallen. However, with the elections now concluded we expect an upsurge in lastminute bookings.

(AV) The market re-equilibration that we are seeing in the overall economy is happening much faster for hotels. As much as 95% of the hotels in Athens were renovated for the Olympics, therefore they haven’t even had a decade of life. It’s a very new and highquality hotel infrastructure, but prices are much less than what they were in 2004. It means that you have very good value for money today in Athens, making the city a very attractive destination proposition in this aspect, particularly compared with most other European capital cities. This is something we want to highlight.

What specific initiatives do you promote to help hoteliers remain viable in the current situation?

(AC) The hoteliers themselves are responsible for the operation of their business, but we are giving them a number of tools, one of which is a huge project called Greek Breakfast.

For this, we are trying to promote the local farmers who develop the products used in the hotel menus, meaning you support the local economy. The second thing that we are doing is providing advice on contracts with

71 Kongres telescope

Robert Cotter, Editor of Kongres Telescope

tour operators to make sure they are legally correct. We are also supporting hoteliers with advice on their business management for the new tax in place to 2014 calculated on the area of the hotel - most can manage this to 2014 and believe they will be in a better situation quickly afterwards.

After this period of adaptation what trends do you foresee for the Greek hotel industry in the years ahead? What possibilities exist for synergies between organisations or even with neighbouring countries in terms of raising the offer?

(AC) First of all, the future will be good! I work in tourism and I haven’t visited all the islands, because we have so many and they are all beautiful. There are also regions that are not yet tourist destinations where old homes are being transformed into hotels, often boutique, where people believe there is something to offer. There is funding available to assist in this, so it will be a growth area.

It is a conjunction of preserving the cultural heritage that we have and transforming it to something new. I believe we have endless possibilities, helped by Greece being regarded as one of the best tourist destinations in the world. In this respect, we are also looking beyond our traditional tourist markets and to places such as Brazil, India, Russia, where there is new market growth.

In addition to this we are looking towards a new infrastructure for spas and facilities that are beneficial for health, also medical tourism where this can be achieved.

(AV) SETE (the Association of Greek Tourism Enterprises) managed to have a law passed before the last elections whereby the private sector have the possibility to join forces with the public sector in a 70:30 partnership for rebranding and producing the strategy for the promotion of Greece as a destination, then other chapter destinations within Greece. This is a new direction for Greece, as it was up to now a publicly owned model. The private sector can invest and this will drive forward many of the initiatives that can take place as well as generate new ones. It can also expand the season and unlock niche markets everywhere. We have a very rich product but

not the branding behind it, something that will now change.

Within the wider region, there is a lot of potential to create a pool of touristic attractions and combinations in south east Europe, because all these countries share a lot of common past and with common interest they can be seen as a common destination. It will help all of them more than it will detract from them.

What can be added to Athens’ already rich USPs to accelerate its destination re-profiling? Does promotion of the city’s existing and future convention facilities within hotels fall within this scope?

(AV) This is interesting, as every year there is an annual survey carried out, of about three or four thousand questionnaires, and 60% of the people who are in Athens don’t know that in 20 minutes they can be on a Blue Flag beach!

Within an hour you can be on an island belonging to the Attica region. We have failed to show the true depth of what is available in Athens/Attica and now we are trying to highlight this.

For us, convention facilities go beyond just hotels and to high-profile facilities across the city that will inevitably boost the hotel industry. We are very aware of the potential of this and it is a big flag of our political pressure to become present on the international convention circuit, because it is a market you cannot do without, but you need to be able to bring people here. These are our challenges.

72 Kongres telescope

73 Kongres telescope

74 Kongres telescope

A MICE MONSOON

After India’s long, dry season there is a sense of relief when the first raindrops signal the coming monsoon. With the welcome rains bringing an abrupt end to the dryness, however, also come the annual problems that the deluge creates - a stress on flood management, the challenges for normal operation of transport infrastructure, the slowdown in urban mobility, and the sudden, dramatic weather shifts and the necessary ability to respond quickly to them.

After an equally long MICE dry season there is a longing for another monsoon to materialise: one of meetings, India’s very own MICE monsoon. Heralding the first drops of this was this year's inaugural IT&CM India, in conjunction with the 8th CONVENTIONS INDIA Conclave, which goes down as a landmark in “promoting India to the world and the world to India”. Held at Delhi's India Expo Centre & Mart, the three days of the event saw almost 1000 participants seize the opportunities offered by an event enriching the understanding of the great progress India has been making in improving its MICE business. The event also offered a forum for delegates stemming from 57 countries and with an enviable buyer to seller ratio of of 2.36:1 to engage with some of the key MICE players whilst enjoying some of Delhi’s finest meeting facilities, such as the lavish Jaypee Greens Golf & Spa Resort .

“This event is very special for all of us [as] it is our first foray into India’s dynamic industry,” said Darren Ng, Managing Director of TTG Asia Media Pte Ltd. “Also, IT&CM India is the first of our events to incorporate Luxury Travel into the exhibition showcase. It is an exciting time for us.”

The first outing was an exciting time for many participants, especially those involved in some of the key alliances formed at the inaugural event, such as Malaysia’s launching of their ‘Twin Deal’ programme. The internationally highly active Malaysia Convention and Exhibition Bureau (MyCEB) used their IT&CM India seminar schedule to platform the release of their twinning initiative, which was warmly received and one highlighting their

commitment to the Indian market from which they expect to accelerate business growth.

Director of Jon Baines Tours UK. “However, it needs to run a tighter ship.”

Yet despite the many positive sides of the inaugural event, any coming monsoon on the international MICE forecasts will, like the actual annual downpours, bring a number of challenges for which the shift of seasons offers a very useful analogy. Firstly, to successfully manage a flood of meetings and maintain a high quality whilst building an international reputation will require from India a substantial investment in hard and soft infrastructure, as recognised by ICCA CEO Martin Sirk.

The tighter ship needed to navigate the waters of the deluge will require committed investment from the public and private sectors in facilities as well as in raising the levels of professionalism of MICE industry professionals. A final ingredient of this will be for professionals to understand the benefits of contingency planning and be able to quickly respond to sudden changes in arrangements or circumstances, just as with the weather in the monsoon season.

Taking on board the nature and scale of the challenges, what is for sure after the inaugural event is that as the latest member of the IT&CM family, IT&CM India is well placed to benefit from the wealth of experience available to them under the aegis of TTG events and from the knowledge available from longestablished and highly successful calendar staples such as IT&CMA. There are obstacles to be overcome and challenges ahead with the change of season, but I offer a serious recommendation: don’t forget to pack the umbrella for future iterations of IT&CM India, as the first drops have fallen and the monsoon is in the air...

“India needs better and modern convention venues in major cities such as Delhi and Mumbai,” said Sirk. “India needs purpose-built convention centers that offer facilities such as flexible space and world-class communication systems. The focus should move away from the immediate bottom-line and be more long-term holistic gain oriented.”

There are also concerns about the ability of the current infrastructure to manage the expectations currently being placed upon it, which could act in reverse and harm wellintentioned efforts to elevate the industry.

“India is, in theory, a great destination for luxury incentives,” said Jon Baines, Managing

RUSSIA 20th Моscow International Exhibition

Travel & Tourism 20–23 March 2013

Expocentre , Krasnaya Presnya, Moscow

One World. One Show.

ITE Group Plc ITE Travel Exhibitions +44 (0)20 7596 5064/5043 travel@ite-exhibitions.com

www.mitt.ru

• • • • •

3,000 exhibiting companies 197 destinations 82,933 attendees 56,688 m2 total gross space 9 exhibition halls

76 Kongres telescope

TIME TO THAI UP SOME SERIOUS BUSINESS

This year's Incentive Travel & Conventions, Meetings Asia (IT&CMA) at the Bangkok Convention Centre (BCC) in the Thai capital celebrates its 20th anniversary and, with its sister Corporate Travel World (CTW) event also making its 15th outing, it promises to be celebrated in true style.

The doors of last year's highly successful IT&CMA having closed just as the floodwaters that had brought havoc to the north of the country began to touch Bangkok, the city subsequently fell victim to some terrible flooding, forcing the cancellation of a number of events as a general state of emergency occurred. This year's event is shaping up to make up for some of this lost exposure and to showcase everything that's exceptional in Bangkok, Thailand and the Asian region, as supported by application figures from MICE buyers and corporate travel managers already nudging 1000 and new markets coming on board, such as Austria, Croatia, Czech Republic, Egypt, Finland, Israel, Lebanon, Mexico and Tanzania.

Some key goals of this year’s event are a shift in the balance of buyers away from the 50/50 Asian/international of previous years towards 55/45 in favour of Asian buyers, signalling a response to the economic realities of Europe and the US as well as the sustained strength of the industry within the region.

Also, 2012 will see a greater focus on the CTW conference programme in an effort to lure influential travel managers.

“This year, we have introduced a number of initiatives to capitalise on the increased interest in CTW 2012,” said Darren Ng, Managing Director of TTG Asia Media. “The 2012 event will be even more exceptional as it capitalises on the luxury travel market for the very first time.”

The increased interest in CTW mirrors the increased interest in Thailand as a prime destination, reflected in its swelling annual MICE visitor numbers. TTG's commitment to IT&CMA has seen it grow to become one of the main calendar highlights and an international

event of genuine quality, boosting a city already offering great business event facilities harnessed to an abundance of social event possibilities.

“Thailand is a destination teeming with choices,” said Mr. Thongchai Sridama, Acting President of the Thailand Convention and Exhibition Bureau (TCEB), “and we are geared up for all delegates to experience Thailand’s MICE potential and unique products.”

Kongres is also geared up to experience IT&CMA 2012 and is looking forward to reporting back (from the brand new Global

Networking Zone at this year’s show!) on many of the great initiatives taking place and some of the key news features that will be released. This event is a calendar highlight that many delegates look forward to for its success in mixing excellent business opportunities in the right blend of social events across a number of fine facilities - we are also looking forward to it and will be providing a de-brief on how IT&CMA manages to get better year on year in our next issue. We will also be trying to organise a full Kongres Telescope feature on Thailand in a 2013 issue: keep your eyes out for that!

The 20th IT&CMA and 15th CTW Asia-Pacific 2 - 4 October 2012 g

oratin

p Incor

ry u x u L l e v a r T

Bangkok Convention Centre at CentralWorld Bangkok, Thailand

Calling Trade Visitors!

Network with more than 2500 delegates from over 60 countries Gain access to the IT&CMA and CTW 2012 exhibition Complimentary entry to the Keynote Address, Opportunities For Asia: Innovation Fuelling Growth Across The Region

by Mr. Martin Winters, Chairman of ICCA Asia Pacific Chapter, ICCA Board of Directors and CEO of Gold Coast Tourism (GCT), Australia

Complimentary entry to two IT&CMA seminar sessions: • How Association Meetings Can Stay Relevant For The Meetings Industry • Will Technology Erode The Future Of MICE Events

Log on to find out how you can visit IT&CMA 2012 for FREE Trade visitor registration opens

16 Aug 2012

Register Online! www.itcma.com www.corporatetravelworld.com

Organised By

Supported By

Host Country

Official Airline

Official Venue

78

The last word

Miloť Milovanović

Regional cooperation – the road to international recognition Working together as a region will help us to be locally strong and internationally recognised

ust recently, Belgrade hosted the INSIDE conference dedicated to innovation and technology in the meeting industry. But the conference was special for one more thing: besides the mutual cooperation of the Slovenian and Serbian bureaux, it was the first time the same room and table welcomed professional congress organisers from our region (Serbia, Slovenia and Croatia) to address the crucial question: how can the entire region and its stakeholders benefit from mutual cooperation?

J

The south east Europe region is, certainly, a most interesting one for MICE buyers. Yet although offering different experiences, new approaches and great professionalism, it still finds it hard to penetrate the international market, whilst at the same time each country faces a limited domestic market. So, before we are fully capable of going international (after all the hotels are opened, after the convention centres are built and/or renovated, after it is clear who is a PCO, who a DMC, and who an outgoing agency), and after already suturing the local market, there is a gap that, actually, can help us achieve the desired figures of growth. That gap is the regional market, meaning that by regional cooperation we will be in the position to work towards fully booked capacities. Working separately can maybe

create benefits in the short-term, but in the mid- and long-term the entire region will suffer a decrease in the amount of MICE business.

Why is that? Because clients want to experience something new and different, so why not bring a client to another destination after a great event in your own destination. This will help us to satisfy and retain clients, but also create synergistic effects on the industry in the region.

activities need to follow, such as education, the process of certification, and a mutual regional approach in the market and at trade shows. It is important that every member, no matter what their country or service type, has a unified mutual goal that is above the interests of the individual goals of any concrete member or a destination. Most of these principles already exist within each destination and finding the way to make it more regional will not be that To achieve this, and a number of other hard. Regional cooperation needs to avoid some important aspects, it will be of great importance of the most common mistakes, like preferring to follow some of the principles that have made some members to others and non-transparent associations (like ICCA) highly successful. information sharing. It should be based on Associations can be gathered around different broader business interests. Therefore the types of stakeholders and whether the procedure of sharing of existing and potential association is of PCOs, sales managers, or any leads (especially in the association market) other kind, all such initiatives are more than needs to be clear and honest, similar to the welcome. procedure of approaching new clients.

Above all it will be necessary to define the fundamental strategic perspectives of regional cooperation.

Of course, this has to be made practical through basic and operative activities, such as regular meetings and basic web and print material and promotions. However, more important

In a world where working independently and hiding contacts is just an excuse for being a disloyal competitor, regional cooperation is the key to success. Working together as a region will help us to be locally strong and internationally recognised.

80

Meeting services spot

CVB (National, Regional or Local CVB (CVB - Convention and Visitors Bureau) ZAGREB CONVENTION BUREAU Kaptol 5, Zagreb Croatia +385 (0)14 898 555 info@zagreb-convention.hr www.zagreb-convention.hr

KONGRESNO-TURISTIČNI SERVIS ALBATROS Ribenska cesta 2 4260 Bled Slovenia +386 (0)45 780 350 Info@albatros-bled.com www.albatros-bled.com

DMC (Destination management company

LJUBLJANA TOURISM / CONVENTION BUREAU Krekov trg 10, Ljubljana Slovenia +386 (0)1 306 45 73 convention@visitljubljana.si www.visitljubljana.si

DUBROVNIK TRAVEL Obala S. Radica 25 20 000 Dubrovnik Croatia +385 (0)20 313 555 croatia@dubrovniktravel.com www.dubrovniktravel.com

SLOVENIAN CONVENTION BUREAU Dunajska 156 1000 Ljubljana Slovenia +386 (0)1 569 1260 info@slovenia-convention.com www.slovenia-convention.com

KOMPAS DMC Pražakova 4 1514 Ljubljana Slovenia +386 (0)1 200 64 09 mice@kompas.si www.kompasmice.com

PCO (Professional Congress Organiser)

®

LIBERTY INCENTIVES & CONGRESSES SLOVENIA Robbova 2, 1000 Ljubljana Slovenia +386 (0)1 232 11 71 info@liberty-slovenia.com www.slovenia-dmc.com www.liberty-incentive.net

Congress & Exhitbition Centre

GO®MICE d.o.o. Štihova ulica 4 1000 Ljubljana Slovenia +386 (0)1 430 51 03 info@go-mice.eu www.go-mice.eu CANKARJEV DOM, CULTURAL AND CONGRESS CENTRE LJUBLJANA Presernova cesta 10 1000 Ljubljana Slovenia +386 (0)1 2417 122 congress@cd-cc.si www.cd-cc.si/congress

CANKARJEV DOM, CULTURAL AND CONGRESS CENTRE LJUBLJANA Presernova cesta 10 1000 Ljubljana Slovenia +386 (0)1 2417 122 congress@cd-cc.si www.cd-cc.si/congress

81 Legend

CVB (National, Regional or Local CVB (CVB - Convention and Visitors Bureau)

Congress & Exhitbition Centre

PCO (Professional Congress Organiser)

Congress Hotel

DMC (Destination management company

Hotel with conference facilities

Event agency

Other Congress Services

GR - LJUBLJANA EXHIBITION AND CONVENTION CENTRE Dunajska cesta 18 1001 Ljubljana Slovenia +386 (0)1300 26 00 info@gr-sejem.si www.ljubljanafair.com

Congress Hotel

HOTEL LEV Vošnjakova ulica 1 1000 Ljubljana Slovenia +386 (0)1 231 77 97 Info@hotel-lev.si www.hotel-lev.si

HOTEL LONE, ROVINJ Luje Adamovića 31 HR - 52210 Rovinj Hrvaška +385 (0)52 632 000 lone@maistra.hr www.lonehotel.com

GRAND HOTEL UNION Miklošičeva 1 1000 Ljubljana Slovenia +386 (0)1 308 12 70 hotel.union@gh-union.si www.gh-union.si

SAVA HOTELI BLED, d.d.

Cakarjeva 6 4260 Bled Slovenia +386 (0)4 579 16 07 info@hotelibled.com www.hotelibled.com

TERME MARIBOR d.d.

Ulica heroja Šlandra 10 2000 Maribor Slovenia +386 (0)2 234 43 20 marketing@termemb.si www.termemb.si/EN

MILENIJ HOTELI D.O.O. V. Cara Emina 6 51410 Opatija Croatia +385 (0)51 278 004 +385 (0)51 278 024 kongresi@milenijhoteli.hr www.milenijhoteli.hr

THERMANA d.d., HOTELS AND RESORTS Zdraviliška c. 6 3270 Laško Slovenia +386 (0)3 423 20 00 info@thermana.si www.thermana.si

Hotel with conference facilities

Other Congress Services

ADRIA AIRWAYS Zgornji Brnik 130h 4210 Brnik Slovenia +386 (0)4 259 4555 events@adria.si www.adria-airways.com

FALKENSTEINER CLUB FUNIMATION BORIK Ulica Majstora Radovana 7 23000 Zadar Croatia +385 (0)23 206 630 ana.belamaric@falkensteiner.com www.borik.falkensteiner.com

CATERING JEZERŠEK Jezeršek gostinstvo d.o.o.

Sora 1a 1215 Medvode Slovenia +386 (0)1 361 94 21 www.jezersek.com info@jezersek.si

Špičnik

SLOVENIjA. Zelena. Aktivna. Zdrava.

SLOVENIA. Green. Active. Healthy.

www.slovenia.info

Meetings and congresses at Sava Hotels & Resorts mean diverse experiences in a creative and stimulating environment combining nature, tradition and modern trends

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oglas kongres 01_10 nova.indd 1

1.10.2012 11:44:00