“ALBANIA’S
NEW NORMAL IS TO LOOK INSIDE”
TOURISM | HOSPITALITY | BUSINESS | DIPLOMACY | CULTURE
SECOND ISSUE • JUNE 2020
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F RO H E E D I TO R TO UM R I STM
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IT IS A MATTER OF TRUST JOSE PINTO Founder of JPHOSPITALITY.EU Contact at: jose.pinto@jphospitality.eu https://jphospitality.eu/
RUDINA HOXHA Editor & Co-Founder JPHOSPITALITY.EU Contact at: rudina.hoxha@jphospitality. euhttps://jphospitality.eu/
Set Your Mind to Build Trust and Grow It’s time to say WOW it is over? No, but time to stop panicking and It’s time to prepare be mindful and guide our employees for the opening to the NEW NORMAL ERA. Be innovating within your inner mind. Practicing mindfulness now (tune into what we’re sensing in the present moment rather than rehashing the past or imagining the future) , it makes you think deeply in what is surrounding you, makes you be you and deep breathe again. That’s not to say that it won’t be hard. You cannot go forward without “building trust” in order that we look for growth and a sustainable return of our business. We must appreciate the time we were locked in, what an experience above all other experiences of “WFH” (working from home), some of us trying to survive in our day today, others enjoyed family moments, knew their neighbors and had extra moments for deep thinking which never experienced before. Now it’s time to re-start again and; You must start to distinguish your activities and ensure you are not in only in compliance with your own hygiene, cleaning and safety procedures, but more than anything else you are in compliance with the client/customer origin requirements. Let’s have in mind that the components of trust are competencies, objectivity, fairness, consistency, goodwill knowledge and expertise, openness and honesty, concern and care.
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TA B L E OF CONTENTS
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The Culture and Tr a d i t i o n s
Golf for Al(l)bania
Kep Merli
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24
35
42
The Future of Hotels
Madeira
Scout Concierge
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56
Customer Experience
Make an Impact in the Society
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5
THE CULTURE AND TRADITIONS ARE KEY ELEMENTS TO SUSTAINABLE TOURISM BY JOSE PINTO
T
ourism
and archeological in
is key to
between others
populations
The preservation and
to share
exchange of those
and know each other
with the incomparable
better, have better
beauty of the
understanding and
mountains, the rich
Jose Pinto, Founder of JP
above all exchange and
forest, the two oceans,
share culture, traditions
and the multi religions
and much more
are important factors in
The European concept
the conception of the
HOSPITALITY.EU
which is the Cultural
today Tourism.
and Traditional Tourism, therefore
In my recent visits to
Albania which has a
the different corners
millenary history should
of our Albania “my
preserve and defend its
paradise found” I
artistic, architectonic,
have noticed that
gastronomic, folkloric,
communities are
7
T R IR SM TOOU U ISM
JP TRAIBLAZING MAGAZINE
very proud of their
I personally had
traditions, culture,
defended this principle
their religion and
everywhere I have been
gastronomy ,those
throughout my career. I
must be fully explored
have integrated to each
and preserved by the
hotel and restaurant
authorities and private
the local products thus
sector when developing
fomenting the local
plans for promoting the
economy and putting
regions.
JP TRAIBLAZING MAGAZINE
“We MUST focus in the areas were competitive countries do not”
all Albanian products
product , the slogans
including wines as their
“Be Taken by Albania,
first choice .
Go your Own Way slogans all over the
Each Government
world in everything we
sector must include on
do, present, etc.
their annual budget the promotions of regional
The need of
products and elements.
concentration on
Those must be part of
Tourism, requires that
the calendar that the Ministry of Tourism and Culture when elaborating their annual trade fairs or invitations to Potential Travel Agents. We MUST focus in the areas were competitive countries do not, they got obsessively busy with their growth and are forgetting to give importance to their internal “assets” or roots. We must include “Made in Albania, in every
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TO U R I S M
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every single Minister,
of their mails , letters,
I cannot think about
and Government
posters, flyers etc.
anything else, I defend a strong creation
Administration have a close coordination and
Since my arrival to this
of past and present
prepare together words
beautiful incomparable
elements that can serve
or phrases to promote
country “My Albania”
to be the foundation
Albania, this can be
I felt that the Cultural
of such. Albania has all
done via a single
Tourism could be key to
of us.
banner on the bottom
the economy and our people .
Avis Albania Avis is a leading car rental company in Europe, Africa, Middle East and Asia with more than 45 years’ experience in the car rental industry. Avis Europe serves over 8 million customers annually through a network spanning 112 countries. Avis is a dynamic global organization perpetually trying harder and committed to delivering the very highest levels of services. To be the most valued and successful vehicle Rental Company in its market, as well as for its customers, employees and shareholders, AVIS is continuously investing in the six strategic priorities: Customer’s Satisfaction Brand Leadership Profitable Growth Cost Efficiency Employee Satisfaction People Development Networking Technology
Avis has 18 years of experience in Albania. It has been one of the first Rent a Car companies in Albania and one of the most successful in this field. Avis Rent a Car Albania with its highly skilled staff, offers the finest level and wide range of services. Its three main desks are placed in Nene Teresa International Airport, Tirana Downtown and Port of Saranda.
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GOLF 03
FOR AL(L)BANIA BY By STEPHEN Jose RIDGWAY* Pinto
H
12
undreds of miles of
developers and hotel chains turn to
sandy beaches, a
golf to attract the higher-end tourist
fantastic Mediterranean
market. A golf course can lengthen
climate and many
a destination’s tourist season by
natural and cultural wonders. The
attracting golfers wishing to play
tourism potential in Albania is
when it is too cold for them to do
huge. But outside of the immediate
so in their own country. The average
region, the country has an image
golf tourist spends significantly
problem and an under-developed
more than a non-golfing tourist
infrastructure which is putting off
and will often be a repeat visitor.
potential visitors from the more
Golf courses are catalysts for other
developed parts of Europe. This in
infrastructure, such as hotels and
turn, deters foreign investment into
real estate and these attract other
the country. So how can the country
related services, boosting local and
turn this around and could golf be
regional employment. Over the last
the answer?
20 years, traditionally non-golfing
It’s not difficult to see why
countries such as Vietnam, Dubai
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TO U R I S M
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JP TRAIBLAZING MAGAZINE
But golf has a lot more to
entitled ‘Sustainable
solutions to new
socialising. Golf
offer than just 18 holes
Golf – Development
problems right across
facilities everywhere, of
of manicured grassland.
Guidelines’
the globe. These
all shapes and sizes, are
Through careful and
https://sustainable.
facilities are generating
used as meeting spaces
creative planning
golf/assets/0004/7963/
benefits for their
for local community
and decision making
GEO_Dev_Guide_Web.
social and natural
groups and councils,
under the guidance of
pdf states:
environments whilst
school groups, evening
‘Golf has great potential to positively contribute towards sustainable development across emerging and
providing multiuse
socials, coffee clubs,
recreational facilities
local markets and
for all generations.’
more. They also play
Facilities like this typify
local habitats, cleaning
established markets.
the sentiment that
rivers and streams,
We are seeing more
golf can be more than
housing bats, birds and
and more new and
a game... they can
amphibians, connecting
existing golf facilities
be new recreational
green corridors and
developing innovative
facilities for golf,
linking up wider
walking, cycling and
pedestrian networks.’
an experienced golf course architect, golf courses can deliver huge benefits to their local communities, the environment and the economy. The foreword taken
a role in conserving
and Mexico have all
seen all over the world
from a publication by
benefitted greatly from
as an expensive, elitist
the Golf Environment
the introduction of golf
sport and whilst this
Organisation (GEO)
tourism. Within the
may be seen positively
‘This work is being
Mediterranean, Turkey’s
as a status symbol by
done now and often
Belek resorts have
some, it is often this
goes unnoticed.’
made a considerable
which gives golf a bad
contribution to the
image and inhibits the
country’s tourism
game’s development
revenues by extending
in a country. Then
the tourist season. But
there’s the perceived
there are also problems
detrimental impact to
with introducing golf
the environment and
into a country with no
questionable use of
golfing heritage. Golf is
natural resources.
14
COMMUNITY BENEFITS
– Golf has a positive social, health and welfare benefit to
“GOLF COURSES CAN DELIVER HUGE BENEFITS TO THEIR LOCAL COMMUNITIES” 15
T R IR SM TOOU U ISM
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SO HOW COULD ALBANIA USE GOLF TO BOOST
both golfers and its surrounding community: • Encourages all age participation.
ENVIRONMENTAL BENEFITS
Some of the ways in which a wellconceived, designed and constructed golf
TOURISM AND BENEFIT THE LOCAL COMMUNITY IF
• Flooding and erosion
ECONOMIC BENEFITS
control.
A successful golf club
• Water treatment,
can add value to the
One option could be for the Albanian
storage and re-use.
local and regional
government to develop a golf course themselves.
• Cooling effect for
economy by:
By doing this, the government would send out
NO ONE IS WILLING TO INVEST?
a message to nervous investors that they are
surrounding property. • Filters dust, pollen
• Creating
committed to improving their tourism offering as
and noise pollution.
employment – directly
well as giving them a focus for their investments,
• Creates and manages
and indirectly.
whether that be hotels, real estate or other
beautiful, integrated
• Generating taxes –
sporting activities including additional golf
landscapes.
directly and indirectly.
courses.
• Educates locals and
• Promoting charitable
visitors about the
fundraising.
To further improve it’s sustainability, the course
benefits of protecting
• Generating year-
should be open to the public as well as tourists.
their environment.
round tourism.
This would generate interest for a game where
• Can be developed on
• Attracting higher
there currently is very little and give a sense
degraded, derelict or
spending tourists.
of ownership to the community in which it is
poor-quality land
• Attracting other
situated. Tourists would be charged a premium
and as a meeting place.
forms of tourism such
rate to play which they can afford whereas
used for community
as cultural, business,
registered locals could play for a much-reduced
gatherings, weddings
sports, health and
fee such as is in operation at the ‘home of golf’
and as a meeting
MICE .
St. Andrews (Scotland) where the university
place.
• Increasing property
students and town residents pay a much lower
prices.
annual or daily fee to play any of the seven golf
• Attracting new
courses than visitors do.
• Adapted for all skill levels. • Promotes face to face interaction. • Reduces stress. • Improves fitness . • Promotes good life skills such as sportsmanship, respect, integrity, honesty and selfcontrol. • Facilities can be
course can benefit the local and regional environment are: • Protects, enhances and creates new wildlife habitats for native flora and fauna species • Improves biodiversity • Creates wildlife corridors
businesses to the
16
area.
And golf courses don’t have to be particularly
• Providing an
expensive to build. The land is the expensive bit,
additional amenity for
but if that belongs to the government then that’s
nearby hotels.
the biggest hurdle already overcome. With the
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TO U R I S M
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right parcel of land in
as major roads or
Designing a golf course
golf course to increase
returns from sales will
work, a developer or
the right location and
housing will require
within a real estate
a plot’s desirability and
far exceed the cost
a politician, there’s
the right golf course
significantly more than
development is trickier
value. This will mean at
to construct the golf
something for everyone
architect, a quality 18
this. Consideration
because as well as
least doubling the land
course.
regardless of age,
hole golf course could
should also be given
making the best use of
requirement compared
Golf has so much
gender or class. So
be constructed for
to including practice
land for the golf course,
to a standalone golf
to offer so many
come on Albania, give
as little as 2 million
facilities such as driving
you are also trying to
course. But as long
people. Whether you
it a go and reap the
Euros plus the cost
ranges, chipping zones
maximise views from
as you the land is
are a golfer, a non-
rewards!
of a clubhouse and
or a golf academy.
the housing on to the
available, the eventual
golfer, looking for
maintenance facility. It could even be developed in phases of 9 holes, particularly if there was a residential element included in it. Typically, a full 18 hole golf course without housing on relatively flat land requires a
* STEPHEN RIDGWAY IS DIRECTOR –
minimum area of 50
Ridgway Golf Design Ltd www.ridgwaygolfdesign.co.uk
hectares although ideally you’d want more
Stephen is a golf course designer and
than this to allow for a
member of the European Institute of Golf
good buffer between
Course Architects (EIGCA). He has been
holes for wildlife
involved in the design or renovation of
corridors etc. A site
more than 50 courses around the world and
with steeper terrain
heads his own design firm based in the UK.
or with surrounding infrastructure such
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O TU EL ESORT TH O R &I SRM
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INSIDER
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The Paradise You’ve Looking for!
T
he Kep Merli Residential
renowned architects conceived the
Collection consists of 20
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Model homes fully furnished are
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provided
first-hand within
the
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YOUR ELECTRONIC WALLET PAY FOR MORE THAN 30 SERVICES
Electricity Bills
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Kindergarten Fees
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PayTV
Internet Bills
OFFICIAL PARTNER OF:
Police Fines & Taxes
Microloans
Insurance
Tickets
Mobile Top-Ups
E-Commerce
The Future of Hotels in the Age of Coronavirus
W
hat will
cleaning programmes
taking place, especially
hotel stays
and certifications that
when it comes to
be like in
will mean all ‘high-
technology. In the
the aftermath of the
touch’ surfaces such
coming months, some
pandemic? The reality
as TV remotes and
properties will begin
is that, for a while,
light switches will be
using electrostatically
some of the more
immaculate. We can
charged mist and
human, tactile services
also expect gyms to be
even ultraviolet light
we love about five-star
sanitised throughout
to sterilise interiors..
hotels will disappear as
the day, seals on
LightStrike Germ-
hygiene becomes the
bedroom doors to show
Zapping robots from a
number-one concern.
no one has entered,
company called Xenex
General managers
and guests required to
– which emit ‘intense
may not greet us with
use their smartphones
germicidal’ light using
a handshake upon
for contactless check-
pulsed xenon gas to
arrival – but that’s OK
ins and unlocking
destroy pathogens –
because other forms of
doors.
are already being used
greeting will replace
at the Westin Houston
it. To boost customer
What’s interesting
Medical Center hotel
confidence, chains
about the crisis is
in the US, for example.
such as Radisson are
that it is accelerating
Robot butlers will
that was Phas l uextensive s q u is vochange l u tpat nualready l l a, valso itae rollingel out start making an appearance. r u tr u m neq u e. D o nec r ho nc u s, u r na q ui s el eifend po r ttito r.
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H OT E L & R E S O R T I N S I D E R
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For properties that
coating to walls and
apartments’ come
have chosen to close
floors to make them
with meals cooked by
for a while, such as the
self-sanitising.
a personal chef that
Prince Hotel in Hong
You might be sad to bid
can be ordered via
Kong, a period of
farewell to the buffet
iPad, and even in-room
downtime is allowing
and the minibar but the
coronavirus testing. All
for intelligent revamps
1 Hotel West Hollywood
this said, what we are
that future-proof ‘clean’
now offers curated
most looking forward to
living. When the hotel
Feel Goodies Wellness
is a future when all we
reopens in a year or
Minibars designed by
need to worry about is
two as the Marco Polo
lifestyle expert Hannah
what flavour margarita
Prince, there is a good
Bronfman – guests
to order and who will
chance it will be fitted
receive a selection of
unpack our suitcase for
with thermal scanners
healthy snacks and
us.
(to identify people
drinks on demand. Over
Courtesy: The Condé
with fevers), mobile
in Tulum, Mexico, Hotel
Nast Traveller
check-in systems
Esencia is swapping
and lifts without
paper menus for QR
buttons. By then, self-
codes to scan with your
cleaning materials and
mobile phone. You can
antibacterial surfaces
then select your choice
will have kickstarted
of tacos and ceviche
a trend for anti-viral
from a PDF on your
decor. Last year,
screen.
“INTELLIGENT
the Hotel Ottilia in
Nothing compares,
REVAMPS
Copenhagen became
though, to the lengths
one of the first in
that Le Bijou hotel
THAT FUTURE-
the world to apply a
in Zurich is going
special, long-lasting
to – its ‘quarantine
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PROOF ‘CLEAN’ LIVING”
TO U R I S M P I C KS
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Int e r nati o n a l B i o d i ve r s i t y Day /Natu ra l w e a l th o f A l b ani a tra n s fo r m e d i n to t o ur is t attra cti o n
IBA (Important Bird
pelicans in the world
in Lake Tirana.
Areas), or Ramsar sites,
and 1 of the 2 species
Natural resources, the
with more than 20,000
found in our country,
beauty of the Albanian
species of waterfowl
along with what
provinces and forests
per area.
everyone knows: the
have become a tourist
To the list of birds
curly pelican (Pelecanus
attraction for local and
our country. Albania is
in the Vjosa-Narta
crispus) or the world’s
foreign visitors where
known for the variety
Protected Landscape,
largest freshwater bird.
they have the opportunity
of landscapes and is
1 new species was
We also have an
to observe rare animals
ranked among the
added: the pink
increase in wild fauna
and birds that cannot find
countries with high
pelican (Pelecanus
species in Kune-Vain; in
in everyday life.
biodiversity in Europe.
onocrotoalus).
Shkodra Lake, in Narta,
Courtesy: Albanian
The protected areas
The pink pelican is
Butrint, Orikum, Patok,
Telegraphic Agency (ATA)
are already quiet
one of the 8 species of
in Karpen, Seman and
and safe habitats where the fauna is constantly increasing and getting enriched. There are about 70 species of waterfowl with a population of 180,000 individuals International
Albania is a party, was
wintering in these
Biodiversity Day,
adopted.
areas. At least four
was declared by
In the framework of
of them (Karavastaja,
the United Nations
this day, Prime Minister
Narta, Shkodra and
General Assembly to
Edi Rama posted in
Ohrid) are considered
commemorate May
the social media a
areas of international
22, 1992, when the
video with some of the
importance for
text of the Biodiversity
natural resources in
waterfowl known as
Convention, to which
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TO U R I S M P I C KS
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TO U R I S M P I C KS
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St e fano B o e r i D e s i g n s t h e T ira n a R i ve r s i d e Ne ig h b or h o o d, Ta ck l i n g p o s t COV I D - 19 Ne e d s Government and the City Authorities. Created to respond to the new needs of the post-COVID 19 pandemic phase and conceived as a solution for the homelessness emergency caused by the 2019 earthquake, the Tirana Riverside project takes on many challenges. Designed for 12 thousand people, the neighbourhood
Stefano Boeri Architetti
neighbourhood, a first
also meets all the
has unveiled its
of its kind in Europe,
sustainability measures
recent scheme for
is a technologically-
required by the current
Tirana Riverside, in
advanced, green
climate crisis.
the Albanian capital.
and sustainable
In collaboration with
Tackling post-COVID
novelty, designed in
SON-Group, the
19 needs, the imagined
agreement with the
30
Stefano Boeri- scheme
puts in place an ecofriendly and selfsufficient intervention, “equipped with all the technology found in today’s Smart Cities and capable of guaranteeing the safeguards and health
safety
city. Dubbed “Tirana
requirements
2030”, the intervention
necessary
aims at the redefinition
to face the
of the Albanian capital
uncertain
as a new metropolitan
post-COVID
city and that is to be
19 future
considered as the most
scenarios”.
far-reaching national
Since
and territorial urban
2015, Stefano Boeri
reform in Albania of the
Architetti has been
last 25 years.
also operating through an office in Tirana,
Courtesy of ArchDaily
currently engaged in
Photos courtesy
developing the General
of Stefano Boeri
Local Plan and the
Architetti.
strategic vision of the
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Tirana – Paris
W izz A i r A n n o u n ce s a Ne w B a s e i n T i ra n a
Tirana – Rhodes
Beauvais (Monday,
(Thursday, Sunday, from
Wednesday, Friday,
July 16)
from July 15) Tirana – Berlin SFX
Tirana – Frankfurt Hahn (Tuesday, Thursday, Saturday,
countries from Tirana
Friday, from July 15)
from July 16)
starting from July 2020, bringing the total to
Tirana – Karlsruhe/ Baden Baden
Malpensa (Daily, from
25 destinations from
(Wednesday, Sunday,
July 16)
Tirana International
from July 15) Tirana – Bari
Tirana – Milan
Tirana – Turin (Tuesday, Thursday,
(Monday, Wednesday,
Saturday, Sunday, from
the economic relations
Friday, Sunday, from
July 16)
between the two
July 15)
Tirana – Heraklion
countries, Albania and Hungary leading to a greater boost to business and tourism. New Routes from Tirana: Tirana – Brussels
Airport in July 2020.
Air, the largest low-
Along with the
Charleroi (Wednesday,
cost airline in Central
establishment of
Sunday, from July 1)
and Eastern Europe,
the new base and
announced the new
complementing the
(Tuesday, Thursday,
base in Tirana. The
already operated
Saturday, from July 2)
airline will base 3
ten routes, Wizz
Tirana – Prague
Airbus A320 aircraft
Air announced 15
(Monday, Friday, from
at Tirana International
new routes to eight
July 3)
32
(Tuesday, Saturday, from July 18) Tirana – Catania (Tuesday, Thursday, Saturday, from July 23) Tirana – Hamburg (Monday, Friday, from
another milestone in
On May 29, Wizz
July 17) Tirana – Basel
(Monday, Wednesday,
Airport. This will be
(Tuesday, Saturday, from
Tirana – Eindhoven
33
July 24)
TO U R I S M P I C KS
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C R A F T S /A R T I S A N S
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MADEIRA,
a Great Example for Albania to Follow KEEP YOUR ROOTS ALIVE BY JOSE PINTO & RUDINA HOXHA
Paula Luísa Jardim Duarte, President of Instituto do Vinho do Bordado e do Artesanato da Madeira (IVBAM), takes TRAILBLAZING Magazine in an exciting journey to explore what is Madeira best known: embroidery, wine and handicrafts.
FULL INTERVIEW BELOW: Please can you share with us some insights into IVBAM? What brings together the components of IVBAM?
to the industry of these sectors and their products. There
The Madeira Wine, Embroidery
- all are world-renowned products
accompanies, values, defends and
of excellence (eg Madeira wine,
promotes all links in Madeira’s
Madeira
wine, embroidery and handicraft
Embroidery,
Madeira
wickerwork, embedded work, etc.),
production chain, from its creators,
- all are presented as consecrated
winegrowers,
brands in different continents and
embroiderers or other craftsmen,
34
between
or Handicraft, namely:
Autonomous Region of Madeira,
are
common
whether it is their Wine, Embroidery
is the Public Organism that in the
they
in
the traditional products of RAM,
and Handicrafts Institute, IP-RAM,
whether
is
35
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of this department to organize the
synergies, expanding networks and
What is IVBAM doing to be always known and make these products sustainable in the international market? How important is this part for the promotion to Madeira
interest of Autonomous Region of
simultaneously promoting brands,
tourism and to the Madeirenses?
communication of IVBAM, IP-RAM,
Madeira, the defense, promotion
products
The Promotion Department of the
to elaborate and develop strategies,
and valorization of all the players,
valorization of the sectors.
IVBAM, IP-RAM is the operational
marketing campaigns and publicity,
brands and products;
service responsible for coordinating
to carry out the study and market
and
managing
prospecting,
dissemination
have common traditional export
Institutes: Madeira Wine Institute
destinations, for example, United
and
States, Great Britain, Switzerland
Tapestries
and even Japan - and since it is an
Madeira
Embroidery
Institute,
and
the
and
creating
defense
and
2006,
the
opportunity
was
and
presented
to
merge
two
wines,
In
the
the
embroidery
participation of IVBAM, IP-RAM, in events of a promotional nature, to ensure the public relations and
promotion
of
Madeiran
and
regional
detect
business
opportunities, observe competition behavior,
and
identify
national
and international marketing and
handicrafts. It is the responsibility
distribution channels. IVBAM’s
promotional
strategy for Madeira Wine has been the consolidation and increasing its current position in the markets where already
this
product
known
is and
appreciated, while at the same time developing and conquering new markets and new consumers. To this end, and through a concerted action between the public sector and the Madeira Wine producers, a number of initiatives have been carried out to
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promote and disseminate Madeira
material that serves as support for
such as wines, other beverages
immediate action when it detects
Wine, both at regional, national and
the promotional actions and the
and food products produced in the
or when it is informed that there are
international level, for instance, the
actions of web marketing through the
Autonomous Region of Madeira,
situations of counterfeiting of the
presence in the main world fairs of
official website of Madeira Wine and
growth is positive and sustained.
products
the sector, conducting wine tastings,
Facebook.
In the case of traditional arts and
Such cases are immediately verified
organizing
How much will be generation of employment in the different
crafts products, like Embroidery and
and communicated to the competent
other crafts, there is a sustainable
authorities
valuation of the products but the
that could call into question the
work mass is more volatile.
genuineness, quality and good name
foodpairing
sessions,
inserting advertising in prominent publications and inviting journalists and other leading experts in the world of wines to visit the Demarcated Region of Madeira. The educational actions for professionals of the Horeca channel have also deserved special attention, as well as the realization of quality promotional
industries under the IVBAM ? Did it had a sustainable increase since its inception ? All sectors under IVBAM’s supervision have a free-market operation and function on the basis of demand
How is IVBAM dealing with the fake products under Madeira name and the how the Madeira Embroidery keeps their designs
and supply. Thus, for immediate
authenticity since 15th century ?
and ephemeral consumer products
IVBAM, IP-RAM has a policy of
38
under
so
its
that
guardianship.
any
products
of the Madeira Wine, Embroidery or
other
immediately
handicraft removed
brand
are
from
the
market. Both
39
the
wine
and
embroidery
C R A F T S /A R T I S A N S
JP TRAIBLAZING MAGAZINE
sectors defend their genuineness,
How
quality and typicality through laws
Embroidery are in archives?
that
There are countless designs and motifs
define
their
manufacturing
many
JP TRAIBLAZING MAGAZINE
Madeira
designs
of
Embroidery
Madeira
processes, characteristics of their raw
of
that
have
materials and their products, as well
already been created and are found
as the norms to be followed to be
either in the original library of the
introduced in the commercial circuit.
manufacturers and in IVBAM, IP-RAM.
At the same time, they registered their trademarks and designations of
Embroidery
manufacturers,
through
origin, both in Portugal and in their
their “Designer” are free to design the
main export markets.
most varied designs as long as they comply with the specific requirements set forth in the Law.
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C R A F T S /A R T I S A N S
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SCOUT CONCIERGE
We provide a full relocation and Investment package for foreigners who want to live or
Guarantees the Best Relocation Experience in Portugal
invest in Real Estate in Portugal.” We provide a full relocation
foreigners who want to
S
live or invest in Real Estate in Portugal.”
andra Marciel is the
and wellness, SCOUT CONCIERGE
Founder and the CEO
guarantees the best experience in
of
Portugal.
Concierge
Portugal which is a top Talking
company acting as a
about
the
start
of
her
one stop shop providing all types of
company, she said “The idea came
services to people or companies in
after I got divorced and I decided
a temporary or permanent country
to develop a business on my own.
reassisgment.
We provide a full relocation and acquisitions,
Investment package for foreigners
shopping, school search, housing,
who want to live or invest in Real
services, business or even vacations
Estate in Portugal.”
From
legal
issues,
42
and
Investment package for
BY RUDINA HOXHA
Scout
R E A L E S TAT E
JP TRAIBLAZING MAGAZINE
SANDRA MARCIEL
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“For a streamlined and successful
the interconnected areas of Real
move experience, the clients will
Estate
need an expert concierge to help
Country Reassignments and Golden
them navigate through the complex
and Residence Visas by supporting
process of obtaining visas, mortgages,
foreigners in need of personal and
real estate and/or rental contracts,
professional services when arriving in
legal documents, health and various
Portugal.
other insurances, bank accounts and registrations. Our menu of services also includes Interior Design and Construction Services. All of this within a reasonable and realistic time schedule,” she concludes. Marciel, a Portuguese-Brazilian living in Cascais,Portugal,
embodies
sixteen years of experience working abroad for the high-end international hotel chains.
Investment,
Professional
“We provide a full relocation and Investment package for foreigners”
What is your background and how important is to have experience in such kinds of services? I am a Portuguese-Brazilian living in Cascais/Portugal for six years. I have a degree in Business Hotel Management and a Master’s degree from Cornell University. Previously, I spent sixteen years living and working abroad for the high-end international hotel chains such as Starwood/Sheraton Luxury
Where did the idea for the Scout Concierge come from and what
Collection and Hilton International
areas of service do you offer?
Europe and Brazil. My organizational
The idea came after I got divorced
skills in coordinating numerous VIP
and I decided to develop a business
events and arrangements for Heads
on my own.
of
We provide a full relocation and
Corporations and Celebrities gave
Investment package for foreigners
me the opportunity to develop Scout
who want to live or invest in Real Estate
Concierge.
in the US, Middle East, Eastern
State,
Embassies,
Consulates,
in Portugal. We have developed a range of personal services combining
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45
R E A L E S TAT E
JP TRAIBLAZING MAGAZINE
JP TRAIBLAZING MAGAZINE
What makes you different from
saving time and money.
other competitors? And why?
Our clients cannot afford to lose time.
Knowledge and experience because
So, they have always appreciated the
of my life as an expat, investor in real
work Scout Concierge does as we get
estate and experience on providing
everything prepared for them before
services to people who wanted to
they arrive to Portugal, so we save
come to Portugal either for investment
their time.
or for living. For a streamlined and successful
move
experience,
Can you mention some of the most conspicuous projects that you have
the
clients will need an expert concierge
completed?
to help them navigate through the
I coordinated with the owner/investor
complex process of obtaining visas,
his investment a full refurbishing in a
mortgages, real estate and/or rental
building with 8 apartments in Lisbon
contracts, legal documents, health
including the project management. It
and various other insurances, bank
is a well succeed project focused on
accounts and registrations. Our menu
the Golden Visa and the clients want
of services also includes Interior
to live on retired visa in Portugal.
Design and Construction Services. All of this within a reasonable and
Scout Concierge has been working
realistic time schedule. Our clients
with the most prestigious companies
don’t need to go here and there
in the market from lawyer, accounting,
as Scout Concierge acts as a One-
construction companies, inspections,
Stop Shop, i.e. they can get all their
architects,
services at us.
engineers,
decorators,
realtors we do it all with our team giving to our clients what they need
What kind of products or services
from
are your clients looking for?
their arrival
in Portugal until
My clients are upper class and they
they startup their business, relocate
look for services that exceed their
their family etc. We do also the
expectations in return of investments
selection of the best companies and
or relocating them to a new country
people to work with as the key for the project to succeed.
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R E A L E S TAT E
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What are the big questions for you in the actual troubled times of the CONVID-19 pandemic?
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Why Portugal? Portugal has endless opportunities for people of all ages, needs and
In fact, I don´t have any big questions.
desires, for a great quality of life
I actually thank the pandemic as it
and a reasonable cost of living. With
came to make changes in the business
access to world class golf courses,
and personal lives of everyone.
boundless beaches, wonderful wines and gastronomy, along with a great
Since it started,
I have been
climate,
Portugal
also
offers
an
changing a few things in my lifestyle
excellent healthcare system and a
such as, eating better, exercising
stable, humane government in which
more often, spending more quality
to live a comfortable lifestyle. Label concept & design by MANIACARD
time with my son, being more with my family though on line video call as they are in Brazil, reading books and concentrate in myself being more conscious and present. I do believe that everything that comes to our lives has a purpose; we just need to get as an opportunity and grow. What are your forthcoming plans given the long impact of the pandemics? Further Invest in Advertisement and Marketing and implement the 80/20 principle in my company.
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Adresa: Ura Vajgurore, Berat, Albania 49 Kantina e Veres ÇOBO Tel: 067 407 0562 ÇOBO winery
JP TRAIBLAZING MAGAZINE
“Custo mer e x p eri enc e is a “b uz z word ” , b u t i t’s a l so what can tru l y m a ke the differenc e b etw een c o mp etito rs a nd b ra nd s in genera l . ”
CUSTOM E R EXPERIE NCE , a Buzzword Making the Difference Among Brands
BY SANDRA SIMOES* - VODAFONE PORTUGAL
By Sandra Simoes* Vodafone Portugal
T
I work for in Portugal – Vodafone Portugal - to work on projects aiming to enhance Customer Experience (CX)
he plane landed and
in Vodafone Albania. So, this notion
the first thing I saw
of living the experience in its various
was those imposing
aspects was always very present.
mountains around me. I was impressed and
Customer experience is a “buzzword”,
curious. I cannot explain why, this
but it’s also what can truly make the
view left a kind of mark on me.
difference
As the days were passing and I had
and brands in general. It is the
a chance to explore some of the life
experience that each person lives
in Tirana, where I spent 2 months,
with a brand that defines the ground
and also some of the history of the
of the relationship between them, as
country, this mountain image came
in a personal relationship. It is not
to my mind often, as if I had to find a
enough to have good products that
correlation between this image and
work well and have good customer
what I was “discovering” in my own
service. Brands really have to make
way.
a difference in people’s lives, even in
between
competitors
the simplest things of everyday life. This difference can often be made
I came to Albania as part of a twomonth assignment from the company
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C U STO M E R E X P E R I E N C E
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I
had
the
privilege
of
working
with great people, and also with external partners, willing to know and experience more about different perspectives on approaching CX. We have undertaken so many projects during this period, mainly exploring new suitable CX strategies in order to address customers’ needs and expectations. With my colleagues, I also kicked of a design thinking training session within the company, prepared and organized workshops where
new
innovative
solutions
for customers were designed. We aimed for leveraging the voice of through the emotion that is generated
sequential manner, such as if it were
empathizing with their perceptions.
the customer within the company,
when a person interacts with the
a story, with beginning, middle, and
The design thinking methodology,
in a truly customer-centric attitude,
brand. Going to a store, visiting a
hopefully, with no ending. Above all,
which is very important in Customer
in an innovative and engaging way
website, viewing a TV ad, or using
Customer Experience considers that
Experience, enables this and is a
that customers would recommend to
the product, these are all points of
customer is a human being, who
powerful tool for identifying key
friends and family.
interaction between the person and
thinks, acts and feels.
insights for designing new and truly differentiating solutions. With this
the brand, but Customer Experience Working
Customer Experience is related to all
customers’
a
insights can be transformed into
moments of interaction, be it a store,
functional but also an emotional
functional solutions truly meaningful
a website, an invoice, a contract,
perspective
and relevant to customers.
etc., over time, in an end-to-end
customers
52
truly
to
understand
approach, emotional / behavioral
is more than each of these. The
perspectives involves as
an
from
including
active
part,
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“THE CUSTOMER EXPERIENCE IS RELATED TO ALL MOMENTS OF INTERACTION”
C U STO M E R E X P E R I E N C E
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This was also the spirit I found in
“If we want a deeper understanding
end work is needed. The mountains
Towards the end of my stay in
my colleagues in Vodafone Albania.
of the prospect of change, we must
don’t need to be obstacles or factors
Albania, I had the opportunity to
As we should do in a CX job where
pay closer attention to our own
of potential isolation or separation.
visit the magical city of Berat, the
we must overcome the inertia of our
powerful inclinations not to change.”
They can always become beautiful
archaeological park of Butrint where
conventional wisdom, be empathetic
In the humble opinion of someone
Llogara Mountains.
the marks of history are so interesting,
with our customers and our business
who lived in Albania for only two
and finally the mountains of Llogara.
needs as well, develop an open
months, I saw in the attitude of my
What a wonderful trip through the
attitude to different perspectives
colleagues in Vodafone Albania, and
mountains. The scenery is superb.
and ideas.
in the Albanian people overall, this perspective of change, of creating
Again, the mountains appearing on professor
William
Perry
dynamism that leads to even better
my trip, this time almost at the end
Harvard
of my stay.
says in the book “How the way we
perspectives. As with CX,
talk can change the way we work”:
collaborative,
end-to-
The mountains I saw when I landed and the ones which I finally visited in Llogara made me reflect on a symbolic meaning of a mountain and how it relates to my experience in Albania and my experience as a
CX
specialist.
symbolically stillness,
Mountains
represent
even
rigidity,
a
can
certain
and
also
obstacles to overcome. The fact that I came here to work made me leave my comfort zone, made me adapt to a new culture, understand it and accept it without rigidity and without judgment, overcoming all obstacles (fortunately smaller) without giving up, looking for alternatives and new ways of solving or overcoming them.
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*Customer Experience Project Manager at Vodafone Portugal https://www.linkedin.com/in/ sandrapedrososimoes/
C U STO M E R E X P E R I E N C E
JP TRAIBLAZING MAGAZINE
INTRODUCTION
WRITING OFFERS THE POSSIBILITY TO MAKE AN IMPACT IN THE SOCIETY BY NATALIE MYHALNYTSKA
Rudina Hoxha sits with Magazine MN and shares her personal and professional insights into her career journey while she talks about where she finds inspiration and provides tips on how to become a successful journalist.
Rudina Hoxha is a professional journalist and freelance consultant based in Albania. With a background in journalism/public relations, Rudina has a substantial experience in marketing, communicating and writing especially in such fields as European integration, human rights, women’s issues in the Western Balkans, technology and business. From 2009 – 2011, she was a contributor of Southeast Europe: People and Culture. Before that, she worked as a journalist for Albanian Daily News where she was responsible for reporting, editing as well as staff training. Rudina holds a Bachelor’s degree in English Language from University of Tirana, Faculty of Foreign Languages, and she was a H.J. Heinz Fellow at the University of Pittsburgh.
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M I AR I S M T EODU
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After some years, I decided to go
Magazine MN: What do you like
to the US to follow my studies in
most about being a journalist? As an
advanced journalism, public relations
established journalist, what is your
and entrepreneurship. I remember my motto? then-boss, who did not like the idea
Rudina: The fact that you always
of leaving the paper for a two-year
wonder. This kind of sensation makes
Since 2012, Rudina has been covering international press trips related
period, told me ironically “I hope you
you constantly curious, thoughtful
to interesting issues for the Albanian media. Among them, she has
don’t come back with baggy jeans
and driven. My motto is “Don’t mess
very successfully covered:
like all the Americans do.” Instead I
with the truth.”
•
the European Inventor Award in Amsterdam, Netherlands
came back with a completely different
•
Speak 2 Conference on Media Freedom in Brussels
•
European Forum Alpbach 2013 in Tyrol
•
LGBT community human rights in Stockholm and many
Magazine MN: What was the
among the best 10 winners of 2013 Journalism Prize, WritingforCEE,
“My motto is “Don’t mess with the truth.”
awarded by the Austrian Press Agency.
perspective about the people, my
and former Chancellor of Austria –
city, my life and my destiny. I was
Franz Vranitzky. We had agreed to
not the same person anymore. That
meet at “Europa Café” at the center
was the beginning of a new career
of Austrian capital one sunny but
others. She is a member of SEEMO, based in Vienna. She has been selected
most memorable moment in your career? Rudina: I have had many. But one is special. My trip to Vienna to interview one of the most noteworthy Austrian politicians
Magazine MN: How did you start
began when I started to work for
ahead of me as a journalist. Since
really cold day!
your career as a journalist? How did
a
journal
then, I have been covering various
your career unfold? What topics do
published in Albania. This medium
aspects of the European integration,
I came 10 minutes earlier to be sure I
you cover?
gave me the chance to build a nice
a buzzword in Albanian reality. I
was on time. Mr. Vranitzky was already
Rudina: I set myself as a duty to write
network with the foreigners working
also write on business/technology
there chatting with a man at another
the truth, not words pouring from my
and living in Albania. I must admit –
issues. My entrepreneurship studies
table. Politely enough, when he saw
soul, because I am not a poet. My
collaborating with the foreigners had
in the US have been a sound basis in
me entering the Café, he approached
career journey towards journalism
always been very natural to me.
this regard.
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small
English-language
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MEDIA
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MEDIA
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lightly to my table. After making sure
influences. I think this matters more
my 6 year old daughter recharges
I was the confirmed journalist, he
than the awards. Some friends say
my energies. She is the one. Last
told me he would be right back with
that this is my curse. Maybe yes! But,
but not least, the love for the man
me. The whole interview was a return
for me, it feels right this way.
of my heart. Being very intelligent
to the 1997 dark times and the way
he mediated the Albanian politicians
Magazine
of opposite political views to sit at
what qualities/skills are required to
MN: In your opinion,
Rudina:
Personally,
to
to make a real contribution to Albania.
become
Magazine
a successful journalist, I think it is important to get to the core of every matter before grabbing the Recently I had a meeting with an ambassador, accredited in Albania, who expressed his concern about
their own country. That interview was
the way some articles are written in
different from my previous ones – it
the Albanian press now and back
was filled with emotions. A petite
then. He said he could not find facts
journalist met a ‘big’ politician. I
pertaining to the core matter but
hope I’ll have other similar occasions
just endless comments on the part of
in the future.
the involved people and on the part of the journalist. So, where are the
Magazine MN: What awards have you
facts?
received in the field of journalism?
Rudina: That of being an independent
In other words, the matter needs to
journalist,
be first understood by the journalist
political
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MN: Recently, you
and then
have become a part of the project
explained in simpler words
Women Inspire Action. Tell us a bit about this project. What inspired you
pencil to write on.
the same table for the sake of saving
from
the right moment to seize in order
become a successful journalist?
“A petite journalist met a big politician.”
free
and visionary, he is searching for
to become a part of it? to the public before going into
Rudina: Writing offers the possibility
comments. Also, don’t let yourself
to make an impact in the society.
to assume or guess! In the end, the
Women Inspire Action project is a
reality must triumph. Studying the
great opportunity in this regard. This
human being, its mind and soul is
project aims at learning how and why
another challenge which asks for the
women are inspired by other women
journalist’s skills.
to take actions in order to create a
better future for themselves and
Magazine MN: As a journalist, it
further.
seems your day is quite hectic. How
“Hope is the the engine that fuels my energy”
do you keep yourself productive? Rudina: I cherish hope and I am constantly aware that flour can not fall from above if you do not work. Hope is the engine that fuels my energy. Also
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This project is founded by Ms. Ina
foreign
organizations,
Gjikondi, a dear friend, who is a
expats
and
leadership
organizational
together and stimulate debates on
development professional and social
various hot topics relating to Albania
entrepreneur. She works in higher
while they also offer charities and
education at The George Washington
encourage cultural and social events.
University Center for Excellence in
We meet every Friday and it is really
Public Leadership as the Manager of
refreshing.
coach,
Albanians
volunteers, too,
get
Leadership Development Programs.
Magazine MN: Who among women
The project is now hosting a series
leaders inspire you the most and why?
of events at the George Washington
Rudina: All the women around the
University in Washington DC with
world who manage to overcome a
women around the globe and I am so
harsh life and begin a new one. This
thrilled to be part of a learning and
shows that they believe. To me, they
growing community that contributes,
are a symbol of endurance in all the
gives
respects of this word. It takes a lot
backs
and
co-creates
an
emerging future. It allows me to
until they make it.
be different and, at the same time,
inspired by the stories of various
Magazine MN: How can our readers
women from all over the world! For
get in touch with you?
me, it is contagious!
Rudina: When the articles are well
written and they inspire the readers,
Lately I also became a part of the
the latter find you easily. Though I
International Friends of Albania, a
am quite active on the social media
networking group where the foreign
where everyone can contact me.
women in Albania, mostly the spouses of ambassadors serving in Albania as well as representatives of various
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