Customer relationship – key point for event’s success - SEEbtm 22

SEE Business Travel & M eetings magazine · septembar 2016 / S eptember 2016 / broj 22 / No. 22

Specijalizovani časopis za poslovna putovanja i kongresni turizam Jugoistočne Evrope Specialized magazine for business travel and meetings industry of South East Europe Broj 22 / septembar 2016 / No. 22 / September 2016 www.SEEbtm.com

tema broja:

Odnos sa učesnicima – ključna stvar za uspeh događaja

CRM:

Ko je odgovoran za (ne)zadovoljnog klijenta?

Top 4 veštine:

Šta čini dobrog recepcionera?

cover story:

Customer relationship – key point for event’s success

CRM:

Who is Responsible for a (Dis)Satisfied Customer?

Top 4 skills:

What Makes a Good Receptionist?

I M P R E S S U M Izdavač, produkcija i marketing: The Best Solutions Vitanovačka 18/5 11000 Beograd, Srbija Tel/fax: +381 11 3960 388 Tel: +381 11 4099 344 Web: www.SEEbtm.com www.kongresniturizam.com, www.SEEmice.com E-mail: office@kongresniturizam.com Direktor: Ivan Milić Glavni i odgovorni urednik: Miona Milić Urednički tim: Svetlana Gavrić, Mirjana Jokić, Milica Novak Prevod: Lexica prevodilačka agencija Dizajn i priprema za štampu: Dizajn Studio Nemet Štampa: Štamparija Stojkov Tiraž: 3.000 Periodičnost: kvartalno

Ne postoji druga šansa za prvi utisak.

Bilo u poslu ili privatno. Prvi utisak koji neko stekne o vama ili koji vi steknete o nekome, prvi utisak kada uđete u neki prostor, osećaj kada vam neko poželi dobrodošlicu (ili ne), prvi utisak kada odete u neki grad ili zemlju.

Taksiste na aerodromu, recepcionere u hotelu i konobare u kafiću i restoranu, smatram ključnim u turizmu, ne samo za formiranje prvog, već i krajnjeg utiska, ključnim za poslovanje, funkcionisanje i uspeh u celini.

Nikada se nisam osećala dobrodošla u zemlji u kojoj su me taksisti opljačkali (očigledno preskupom uslugom), nikada zadovoljno gde su na recepciji hotela bili neljubazni i namršteni, nikada prijatno u kafiću i restoranu sa konobarom bez smisla za humor.

Soba i sadržaji hotela mogu da budu vrhunski, hrana odličnog ukusa i dekoracije, ali uz osobu koja neljubazno i nezainteresovano dočekuje, uslužuje i izdaje račun, prvi i krajnji

Datum izdavanja: septembar 2016.

utisak je takav – neprijatan.

Broj 22

Život je suviše kratak da bi se pilo loše vino, kako kažu, ali isto važi i za trošenje vremena

Godišnja pretplata za SEEbtm sa PDV-om i dostavom na adresu (4 izdanja) za: - Srbiju iznosi 2.500,00 dinara - inostranstvo 35,10 eura Zahtev za pretplatu dostaviti na e-mail: pretplata@SEEbtm.com Copyright © The Best Solutions; sva prava zadržana Iako su veliki napori učinjeni kako bi se osigurala tačnost svih informacija uključenih u ovoj pu­ blikaciji, The Best Solutions ne može biti odgo­­ voran za eventualne greške i nepreciznosti na­ stale u njoj. Za korišćenje bilo kojih sadržaja iz publikacije potrebna je pismena dozvola.

CIP - Каталогизација у публикацији Народна библиотека Србије, Београд 640. 4 ( 497 ) ( 036 ) 338. 48 - 6 : 65 (497) SEEbtm : Southeast Europe business travel and meetings magazine : 2016 / [ editor in chief Miona Milić ] . - 22nd ed. - Belgrade : The Best Solutions , 2016 ( Belgrade : Stojkov ). 88 str . : fotogr . ; 30 cm

#seebtm #kongresniturizam #seemice

u v o d

i novca na mesta na kojima se ne osećaš kao da si apsolutno dobrodošao i da su oduševljeni što te vide. Sve ispod toga, u današnje vreme, nije prihvatljivo.

U ovom broju SEEbtm magazina, istaći ćemo značaj Front desk menadžmenta i zaposlenih koji imaju direktan kontakt sa gostima, tj učesnicima nekog događaja.

Upravo oni su ti koji svojim ponašanjem i stavom mogu da nadomeste određene propuste menadžmenta (ukoliko je do njih došlo), ali i od savršeno precizno isplaniranog događaja naprave debakl. Za obe stvari, nekada je dovoljna samo reč ili gest.

Cenite i ulažite u zaposlene na svim nivoima, koji su na licu mesta, u direktnom kontaktu sa klijentima i gostima. Oni su vaš prvi, a najčešće i krajnji utisak.

Miona Milić, glavni i odgovorni urednik

Tiraž 3 . 000 .

ISBN 978-86-87655-00-3 1. Milić, Miona [ главни и одговорни уредник ] а ) Угоститељски објекти - Балканске државе - Водичи COBISS . SR - ID 152412940

SEE Business Travel & Meetings magazine · septembar 2016

sadržaj

s a d r ž a j

35.

Top 4 veštine:

26.

Primer iz prakse:

Beograd, centar svetske perinatalne medicine

31.

Šta čini dobrog recepcionera?

CRM:

Ko je odgovoran za (ne)zadovoljnog klijenta?

40.

Istraživanje:

Front desk i F&B sektor

59.

Investicije:

79.

Novootvoreni hoteli u regionu

Novosti ................................................................5 Događaji . ............................................................7 Novo i renovirano...............................................14 Aktuelan događaj: Svetski kongres omladinskog turizma – WYSTC.......................21 Primer iz prakse: Beograd, centar svetske perinatalne medicine . ....................................26 Industrija: Ključni zaključci AIPC istraživanja 2016......................................28 CRM: Na kraju, ko je odgovoran za (ne)zadovoljnog klijenta?...........................31 Top 4 veštine: Šta čini dobrog recepcionera? ........................35

Zanimljivost:

Random Acts of Kindness Istraživanje: Front desk i F&B sektor – Najbitniji za uspeh događaja ...........................40

Tema broja: Dobar konobar – Osoba zbog koje dolazite ponovo ..................66

ICCA statistika 2015: Hrvatska i Beograd prvi u regionu ..................................................47

Primer iz prakse: Obeležavanje srebrne godišnjice Ambasade Slovenije . ......................................71

Hotel Aristos, Zagreb: Poslovni hotel za događanja u Zagrebu .................................49

IMEX America 2016: Tehnologija predvodi razvoj u kongresnoj industriji . ..................................74

Edukacija: Prokletstvo uspeha – Zašto kompanije propadaju? . ........................51

Zanimljivost: Random Acts of Kindness – Ideje za tim bilding..........................................79

Intervju: Marija Labović, direktorka Turističke organizacije Srbije........54

MujEn Apartmani, Kopaonik: Neka vaši poslovni sastanci budu produktivniji ..........................................83

Investicije: Novootvoreni hoteli u Srbiji, Hrvatskoj, Crnoj Gori i Makedoniji ..................59

Rečnik pojmova . ...............................................85

SEE Business Travel & Meetings magazine · septembar 2016

Zanimljivosti .....................................................87

I M P R E S S U M Publisher, production and marketing: The Best Solutions Vitanovacka 18/5 Street 11000 Belgrade, Serbia Phone/fax: +381 11 3960 388 Phone: +381 11 4099 344 Web: www.SEEbtm.com www.kongresniturizam.com, www.SEEmice.com E-mail: office@kongresniturizam.com Director: Ivan Milic Editor-in-Chief: Miona Milic Editorial team: Svetlana Gavric, Mirjana Jokic, Milica Novak Translation: Lexica Translation Agency Design & Layout: Dizajn Studio Nemet Printing office: Štamparija Stojkov Circulation: 3.000

There is no second chance for first impression.

Whether in business or private. The first im­p­ ression that someone gets abo­ut you or you about someone, the first im­p­res­sion when you enter a room, the fe­eling when someone wishes you welcome (or not), the first impression when you visit a ci­ty or country you’ve never been before.

Taxi drivers at the airport, hotel receptionists, and waiters in bars or restaurants I believe to be crucial in tourism, not only for forming the first but also the final impression, which are key to business, functioning, and overall success.

I would never feel welcome in a country where taxi drivers would rip me off (obviously with more than expensive service), I would never feel satisfied where people at the reception would be rude or in a bad mood, I would never feel comfortable in a café or restaurant where the waiter had no sense of humor.

Periodicity: quarterly

The room or hotel amenities can be excellent, the food can taste or look great, but with

Issue date: September 2016.

a person who is rude and uninterested while greeting you, serving your, or issuing rece-

No 22 Annual subscription for SEEbtm magazine, VAT and shipment included (4 issues) for: - Serbia 2,500.00 RSD - abroad (4 issues) 35.10 EUR Request for subscription please send to an e-mail: subscription@SEEbtm.com Copyright © The Best Solutions All rights reserved

ipts, the first and final impressions are the same – unpleasant.

Although every effort is made to ensure that ac­curacy of information contained in this pu­ bl­i­­cation, The Best Solutions cannot be he­ld re­sponsible for any errors or inaccuracies conta­ i­­ned within it. For the content reproduction it is required to get the written editorial co­nsi­ gnment.

CIP - Каталогизација у публикацији Народна библиотека Србије, Београд 640. 4 ( 497 ) ( 036 ) 338. 48 - 6 : 65 (497) SEEbtm : Southeast Europe business travel and meetings magazine : 2016 / [ editor in chief Miona Milić ] . - 22nd ed. - Belgrade : The Best Solutions , 2016 ( Belgrade : Stojkov ). 88 str . : fotogr . ; 30 cm

#seebtm #kongresniturizam #seemice

i n t r o d u c t i o n

Life is too short to be drinking bad wine, as they say, but the same goes for spending time and money on places where you do not feel like you’re absolutely welcome and people are delighted to see you. Anything below this, nowadays, is unacceptable.

In this issue of SEEbtm magazine, we will describe the importance of front desk management and employees who have direct contact with guests, or participants of an event.

They are the ones whose behavior or attitude can compensate for certain mistakes made by management (if they occur), but also turn a well-planned event into a debacle.

For both things, sometimes all it takes is a single word or gesture.

Appreciate and invest in your employees at all levels, those who are on the spot, in direct contact with customers or guests. They are your first, and most often the final imp­ression.

Miona Milic, Editor-in-Chief

Tiraž 3 . 000 .

ISBN 978-86-87655-00-3 1. Milić, Miona [ главни и одговорни уредник ] а ) Угоститељски објекти - Балканске државе - Водичи COBISS . SR - ID 152412940

SEE Business Travel & Meetings magazine · September 2016

contents

c o n t e n t s

37.

Top 4 skills:

27.

Case study:

Belgrade, a World Center of Perinatal Medicine

33.

What Makes a Good Receptionist?

CRM:

Who is Responsible for a (Dis)Satisfied Customer?

44.

Research:

Front Desk and F&B Sector

62.

81.

Investments:

New Hotels Open in the Region

News ...................................................................6 Events ...............................................................10 New and improved ............................................17 Hot topics: World Youth and Student Travel Conference – WYSTC.............................23 Case study: Belgrade, a World Center of Perinatal Medicine . ....................................27 Industry: Key Findings of AIPC Research 2016..........................................29 CRM: At the End, Who is Responsible for a (Dis)Satisfied Customer?.........................33 Top 4 skills: What Makes a Good Receptionist? .................37

Interesting:

Random Acts of Kindness Research: Front Desk and F&B Sector – Crucial for the Success of the Event .................44

Cover story: A Good Waiter – A Reason Worth Coming Again . .....................68

ICCA Statistics 2015: Croatia and Belgrade First in the Region ...........................................48

Example from practice: Celebrating Silver Jubilee of Slovenian Embassy . ........................................72

Hotel Aristos, Zagreb: Business Hotel for Events in Zagreb ........................................50

IMEX America 2016: Technology Leads Development in Meetings & Events ......................................76

Education: Curse of Success – The Reason Companies Fail ............................52

Interesting: Random Acts of Kindness – Ideas for Team Building ..................................81

Interview: Marija Labovic, Managing Director of National Tourism Organisation of Serbia . .....56

MujEn Apartments, Kopaonik: Make Business Meetings More Productive ..............................................84

Investments: New Hotels Open in Serbia, Croatia, Montenegro and Macedonia .............62

Term dictionary .................................................86

SEE Business Travel & Meetings magazine · September 2016

Interesting news ...............................................88

n o v o s t i IN Hotel – Nacionalni šampion Srbije u takmičenju za European Business Award 2016/17 IN Hotel je proglašen za Nacionalnog šampiona Srbije u takmičenju za European Business Award za 2016/17. godinu.

U pitanju je najveće evropsko takmičenje u svetu biznisa kojim se nagrađuje poslovna izuzetnost i dobra praksa po­s­lovne zajednice Starog kontintenta. Nagrada je okupila preko 33.000 kompanija iz 34 zemlje. Nezavisna komisija je nakon prve faze izabrala IN Hotel Beograd, i to na osnovu ključnih vrednosti koje se ovom nagradom promovišu, poput uspeha, inovacija i etike u poslovanju. Ovim se IN Hotel plasirao u drugi krug takmičenja koji podrazumeva vi­deo prezentaciju i javno glasanje. Hotel je nominovan za Customer Focus nagradu, koja je ključan aspekt poslovnog razvoja hotela jer garantuje da će usluga biti korisna i relevantna svim dosadašnjim i potencijalnim klijentima.

Radisson Blu Old Mill Hotel, Belgrade dobitnik nagrade „World Travel Awards’’ Radisson Blu Old Mill Hotel, Belgrade dobitnik je prestižne turističke nagrade „World Travel Awards’’ u kategoriji „Vodeći hotel u Srbiji 2016.”

Na dodeli najprestižnijih nagrada iz oblasti turizma „World Travel Awards“ održanoj 04. septembra na Sardiniji, beogradski Radisson Blu Old Mill proglašen je za najbolji hotel u Srbiji u 2016. godini.

World Travel Awards priznanja, poznatija kao „Oskar turističke industrije“, osnovana su 1993. godine, sa svrhom pronalaženja i nagrađivanja objekata u turističkoj industriji po izboru putničkih agenata i tour operatera i predstavljaju jedno od najprestižnijih u svetu hotelijerstva, a koja su potvrdila kvalitet i visok nivo usluge koju Radisson Blu Old Mill Hotel, Belgrade pruža svojim gostima.

Beograd je novi član Svetske federacije turističkih gradova Na 5. Samitu Svetske federacije turističkih gradova (WTCF) koji je održan u gradu Čongkingu u Kini, 19. i 20. septembra 2016. godine, Beograd je postao novi član.

Svetska federacija turističkih gradova okuplja 200 članova, od kojih je 117 gradova, ali je i veliki broj organizacija i investitora takođe uključen u rad ove organizacije koja promoviše model „povezanih ekonomija“ i olakšava pristup kineskom tržištu.

Beogradu je članstvom u ovoj federaciji omogućeno da promoviše tu turističku ponudu, ali i da iskoristi studije i istraživanja kineskog tržišta, kako bi se najbolje predstavili.

Hrvatska među zemljama, a Beograd među gradovima prvi u regionu na ICCA 2015 listi Prema ICCA statističkom izveštaju za 2015. godinu, Hrvatska je prema rangiranju na svetskom nivou, zauzela 41. mesto sa održanih 96 međunarodnih kongresa, što je ne­znatno pomeranje u odnosu na prošlu godinu kada je zauzela 40. mesto, dok je u Zagrebu održan 41 međunarodni kongres (64. mesto na listi). Slovenija je država u kojoj je održano ukupno 65 međunarodnih kongresa, čime je zauzela 46. mesto na listi i tako obeležila porast u odnosu na prethodnu godinu, kada je bila na 49. mestu. Grad Ljubljana se takođe popeo na listi zauzevši 64. mesto ove godine. Srbija je zauzela 47. mesto, odmah uz Sloveniju, dok se grad Beograd našao na 52. mestu, sa malim padom u odnosu na prošlu godinu kada je zauzeo 50. mesto. Rumunija i Bugarska su zauzele 44. i 61. mesto, dok su njihovi glavni gradovi, Bukurešt i Sofija na 55. i 132. mestu. Crna Gora se našla na 98. mestu, a BiH na 82. poziciji. Opširnije na strani 47.

Marriott International – najveći hotelski lanac na svetu U septembru 2016. godine Marriott International preuzeo je kompaniju Starwood Hotels & Resorts Worldwide.

Spajanje ovih hotelskih lanaca dovelo je do spajanja brendova Courtyard, Ritz Carlton i Marriott sa Sheraton,Westin i W and St. Regis. Od sada će pod okriljem Marriott-a biti 30 hotelskih brendova, sa više od 5.700 objekata i 1,1 milion soba u više od 110 zemalja. Shodno kapacitetima kojima će raspolagati, Marriott International će biti najveći hotelski lanac u svetu.

SEE Business Travel & Meetings magazine · septembar 2016

n e w s IN Hotel – National Champion in The European Business Awards 2016/17 IN Hotel has been named a National Champion for Serbia in The European Business Awards for 2016/17. This is the Europe’s largest business competition set up to celebrate business excellence and best practice in the Euro­pean business community. The Awards gathered over 33,000 businesses from 34 countries. IN Hotel has been chosen af­ter the first phase of judging by an independent panel. They were evaluated on the core EBA values of innovation, ethics and success and will now go through to the second stage of the competition, which includes a video and a public vote.

IN Hotel has been nominated for the award for Customer Focus. As an important aspect of business de­velopment, cus­tomer focus ensures that services provided are useful and relevant to current and potential customers.

Radisson Blu Old Mill Hotel, Belgrade winner of the ”World Travel Awards“ Radisson Blu Old Mill Hotel, Belgrade won a prestigious tourist award ”World Travel Awards“ in the category ”Leading hotel in Serbia 2016“.

At the awards ceremony held on 4th September, at Sardinia Belgrades Radisson Blu Old Mill Hotel has been recognized as the best hotel in Serbia for 2016.

World Travel Awards, also know as ”Oscar of the Tourist Industry“ was founded in 1993 with a goal of finding and awarding the venues in tourist industry, based on travel agents and tour operator votes.

This Awards represent one of the most prestigious awards in hospitality industry, and Radisson Blu Old Mill, Belgrade confirmed that to its guests provides high quality and service.

Belgrade is a new member of the World Federation of Tourist Cities At the 5th Summit of the World Tourist Cities Federation (WTCF) which was held in Chongqing in China, on 19th and 20th September 2016, Belgrade has become a new member.

The World Tourist Cities Federation gathers 200 members, out of which 117 cities, but also a large number of organizations and investors is involved in the work of this organization that promotes a model of “connected economies” and facilitates the access to the Chinese market.

The membership in the Federation enabled Belgrade an opportunity to promote the tourist offer, but also to take advantage of the studies and researches of the Chinese market, in order to present itself in the best way.

Croatia among countries, Belgrade among the cities are the first in the region on the ICCA 2015 list According to ICCA statistics report for 2015, Croatia, by the world ranking, took 41st position with 96 international congresses held, which is a slight shift compa­red to last year when it took 40th position, whereas Zagreb welcomed 41 international congress (64th on the list).

Slovenia is a country in which a total number of 65 internatio­nal congres­ses were held, which ranked it on the 46th position on the list, and thus it took a higher rank when compared to previous year, when it was at the 49th position. The City of Ljubljana al­so took a higher rank on the list by taking 64th position this year. Serbia is ranked as 47th, next to Slovenia, while the city of Belgrade was on 52nd position, with a slight decrease com­pared to last year when it took 50th position. Romania and Bulgaria have taken the 44th and 61st position respectively, while the­ir capitals, Bucharest and Sofia took 55th and 132nd position, respectively. Montenegro occu­pied 98th position, and Bosnia and Herzegovina 82nd. More info at page 48.

Marriott International – the largest hotel chain in the world In September 2016, Marriott International took over the company Starwood Hotels & Resorts Worldwide. Merging of these hotel chains has led to merging the brands Courtyard, Ritz Carlton and Marriott with Sheraton, Westin and W and St. Regis.

From now on, under the auspices of Marriott, there will be 30 hotel brands with more than 5,700 facilities and 1.1 million rooms in more than 110 countries.

According to the capacities that it will have on disposal, Marriott International will be the largest hotel chain in the world.

SEE Business Travel & Meetings magazine · September 2016

događaji

Događaji u regionu jugoistočne Evrope NeMa 2016 Dubrovački Vrtovi Sunca, Hrvatska 14. – 16. jun 2016. godine Radisson Blu Resort & Spa u Dubrovačkim Vrtovima Sunca sredinom juna bio je domaćin velikom finansijskom događaju – Međunarodnom kongresu NeMa 2016.

Ekskluzivni Međunarodni kon­gres NeMa 2016, The Premier Network Management Event bio je namenjen predstavnici­ ma banaka, brokerima, finansijskim regulatorima, i ostalim stručnjacima.

Kongres je okupio preko 500 učesnika iz više od 40 zemalja, predstavljajući više od 120 uglednih kompanija, kao i preko 80 stručnih govornika.

U sklopu kongresa raspravljalo se o aktuelnim izazovima i prilikama sektora, a večernji programi na atraktivnim lokaci­ jama unutar resorta bili su idealna prilika za networking.

Prostor: Radisson Blu Resort & Spa

Dani Dioklecijana Split, Hrvatska 02. – 04. septembar 2016. godine Uz ogroman porast popularnosti i broja gostiju iz godine u godinu, Split se može pohvaliti i 1.700 godina starom istorijom.

Tradicionalno održavani Dani Dioklecijana vraćaju stanovnike Splita i njihove goste u vreme kada je grad osnovan, i bliže ih upoznaju s običajima starog grada.

Ovogodišnji Dani Dioklecijana održaće se u periodu od 02. do 04. septembra na više lokacija u centru grada.

U završnom danu događaja, Mistral Beach Bar hotela Radisson Blu Resort, Split priređuje kostimirani „Diokleci­ jan Sunset Party” u kojem će brojni gosti imati priliku da uživaju u mediteranskom ugođaju dok posmatraju zalazak sunca na jednoj od najpopularnijih splitskih plaža.

Prostor: Radisson Blu Resort, Split

Weekend Media Festival Rovinj, Hrvatska 22. – 25. septembar 2016. godine Weekend Media Festival 2016 održaće se od 22. do 25. septembra u Rovinju. Deveto izdanje festivala okupiće vodeće ljude i stručnjake iz oblasti komunikacije i poslovnog sveta, ali će predstaviti i nove pokretače, i pružiti nove poglede na posao.

Takođe, festival učesnicima nudi nova kreativna rešenja za stvarne poslovne probleme, podučavanje o novim trendovima, skupljanje potrebnih informacija iz sused­ nih država.

Weekend Media Festival će okupiti preko 4.000 učesnika, 550 novinara iz susednih zemalja, preko 350 studenata i preko 120 uticajnih predavača iz celog sveta.

Prostor: Stara tvornica duhana

SEE Business Travel & Meetings magazine · septembar 2016

d o g a đ a j i Best Stay 2016 Opatija, Hrvatska 17. – 18. novembar 2016. godine Best Stay je dvodnevni B2B događaj koji okuplja najbolje predstavnike hrvatskog, regionalnog i inostranog turizma.

Namenjen je predstavnicima hotelskog i privatnog sme­ štaja, marketinških agencija, arhitektama i dizajnerima interijera, kao i ICT stručnjacima.

Prošlogodišnji događaj okupio je 237 učesnika, a organiza­ tori očekuju da će ove godine događaju prisustvovati 300 učesnika. Fokus događaja odnosiće se na stvaranje jedin­ stvenog iskustva gosta, napredne teme i savete, primere iz prakse, radionice i sl, a okupiće preko 50 domaćih i inostranih govornika.

Neki od govornika koji su potvrdili svoj dolazak su Nikola Avram, Goran Pleše, Franco Peruza i mnogobrojni drugi.

Prostor: Design Hotel Royal

UReS/ORS kongres Kopaonik, Srbija 14. – 17. septembar 2016. godine Grand Hotel & Spa na Kopaoniku biće domaćin Godišnjeg kongresa Udruženja reumatologa Srbije i Udruženja obo­lelih od reumatskih bolesti Srbije (UReS/ORS) sa međunarodnim učešćem.

Teme ovogodišnjeg kongresa odnosiće se na reumatoidni artritis i drugi artritisi, sistemske bolesti vezivnog tkiva, metaboličke bolesti zglobova i kostiju, degenerativna oboljenja zglobova i kičmenog stuba, druge reumatske bolesti.

U okviru kongresa održaće se predavanja po pozivu, kliničke radionice i simpozijumi. U okviru stručnog dela kongresa biće organizovane kliničke radionice sa temama koje su posvećene reumatskim bolestima.

Prostor: Grand Hotel & Spa

Festival integrisanih komunikacija KAKTUS 2016 Beograd, Srbija 27. – 28. oktobar 2016. godine Drugi po redu Festival integrisanih komunikacija – KAKTUS 2016 održaće se 27. i 28. oktobra u Beogradu.

Slogan ovogodišnjeg festivala je „Konstruišite dobre ideje”, a akcenat festi­ vala biće na integraciji, ali i trudu i naporu da se iskonstruišu samo dobre i kvalitetne ideje.

Festival će i ove godine slaviti samo one kampanje i projekte koje izlaze iz granica očiglednog i uprkos teškim uslovima inspirišu i proizvode najefikas­ niju komunikaciju sa ciljnim grupama.

Prostor: Hotel Crowne Plaza

SEE Business Travel & Meetings magazine · septembar 2016

Jedinstveni tim bilding Boka Kotorska, Crna Gora Maj 2016. godine Agencija Meridian DMC sarađivala je sa priznatim klijen­ tom iz Amerike koji se bavi softverskim inženjeringom.

Klijenti su u Crnu Goru došli kruzerom koji su privatizovali za svoje potrebe.

Za grupu od 100 učesnika agencija je organizovala ne­ koliko interesantnih programa kroz Boku, trudeći se da naprave opciju za svačiji ukus.

Uz kombinaciju kajaking aktivnosti kroz Bokokotrski zaliv, vožnju brodićima, degustaciju nacionalnih specijaliteta uz taktove igara folklornog ansambla, tim agencije se trudio da dočara tradiciju Crne Gore i duh ovog podneblja.

Tehnički organizator: Agencija Meridian DMC

ICEBSS 2016 Sarajevo, Bosna i Hercegovina 05. – 09. oktobar 2016. godine

#seebtm #kongresniturizam #seemice

d o g a đ a j i

ICEBSS 2016 – Međunarodna konferencija o ekonomiji, poslovnom menadžmentu i društvenim naukama biće održana u Hotelu Hollywood u Sarajevu.

Fokus konferencije će biti na ekonomiji, poslovnim i društvenim naukama koje obuhvataju javnu upravu, političke nauke, itd.

Cilj konferencije je da okupi vodeće akademike, kreatore politika, neza­ visne naučnike i istraživače kako bi podelili svoje znanje, nove ideje, kao i da razgovaraju o budućem razvoju.

Drugi cilj konferencije je da pruži priliku mladim istraživačima, akadem­ icima i praktičarima za upoznavanje i interakciju sa članovima unutar i izvan svojih konkretnih disciplina.

Prostor: Hotel Hollywood

7. Međunarodni kongres psihologa Slovenije Kranjska Gora, Slovenija 22. – 24. septembar 2016. godine 7. Međunarodni kongres psihologa Slovenije biće održan u Kranjskoj Gori, a centralna tema će biti primenjena neuropsihologija.

Kongres predstavlja mesto gde se odigravaju razmene znanja i pružaju prilike za profesionalni razvoj.

Plenarni govornici na konferenciji će biti priznati stručnjaci iz SAD-a, Hrvatske, Slovenije, Velike Britanije i Italije.

Prostor: Hotel Kompas

SEE Business Travel & Meetings magazine · septembar 2016

events

Events in the region of South East Europe NeMa 2016 Sun Gardens Dubrovnik, Croatia 14th – 16th June, 2016 Mid-June, the Radisson Blu Resort & Spa at Sun Gardens Dubrovnik was host to a large financial event – the NeMa 2016 International Congress.

Exclusive International Congress NeMa 2016, The Pre­ mier Network Management Event, gathered custodians, CCPs, CSDs, brokers and regulators.

The congress brought together over 500 participants from more than 40 countries, representing more than 120 reputable companies and over 80 expert speakers.

At the congress was discussed about the current chal­ lenges and opportunities in the sector, and the evening programs at attractive locations within the resort pro­ vided ideal opportunities for networking.

Venue: Radisson Blu Resort & Spa

Diocletian Days Split, Croatia 2nd – 4th September, 2016 With the ever-increasing popularity and the number of guests year after year, Split also boasts its 1700-year old history. The traditional Diocletian Days bring back the resi­ dents of Split and their guests to the period when the city was founded and get them closer to the customs of the old city. This year’s Diocletian Days will be held from 2nd to 4th September at several locations in the city center.

On the last day of the event, the Mistral Beach Bar at the Radisson Blu Resort, Split will organize the Diocletian Sunset Party, a costume party where numerous guests will have an opportunity to enjoy the Mediterranean at­ mosphere while watching the sunset on one of the most popular beaches in Split.

Venue: Radisson Blu Resort, Split

Weekend Media Festival Rovinj, Croatia 22nd – 25th September, 2016 The Weekend Media Festival 2016 will take place from 22nd until 25th September in Rovinj. The ninth edition of the festival will bring together the leading people and experts in the communications industry and the business world, as well as introduce new drivers and provide new perspectives on business.

In addition, the event participants will be offered new creative solutions to real-life business problems, lec­ tures on new trends, and collecting needed information from neighboring countries.

The Weekend Media Festival will bring together more than 4,000 participants, 550 press members from the neighboring countries, over 350 students and more than 120 influential speakers from around the world.

Venue: Old Tobacco Factory

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SEE Business Travel & Meetings magazine · September 2016

Best Stay 2016 Opatija, Croatia 17th – 18th November, 2016 Best Stay is a two-day B2B event that brings together top repre­ sentatives of Croatian, regional, and foreign tourism.

It is aimed at representatives of hotel and private accommoda­ tion, advertising agencies, architects and interior designers, as well as ICT experts.

Last year’s event brought together 237 participants, and the organizers expect the event to be attended by 300 participants this year. The event will focus on the creating of unique customer experience, progressive topics and advice, case studies, work­ shops, and the like, and it will bring together more than 50 local and international speakers.

Some of the speakers who have confirmed their attendance in­ clude Nikola Avram, Goran Plese, Franco Peruza and many more.

Venue: Design Hotel Royal

UReS/ORS Congress Kopaonik, Serbia 14th – 17th September, 2016

#seebtm #kongresniturizam #seemice

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The Grand Hotel & Spa at Kopaonik will host the Annual Congress of the Rheumatology Association of Serbia and the Association of Rheumatic Diseases Patients of the Republic of Serbia (UReS/ORS) with international participation.

The topics of this year’s congress will pertain to rheumatoid arthritis and other forms of arthritis, systemic connective tissue diseases, metabolic diseases of bones and joints, degenerative diseases of joints and spine, as well as other rheumatic diseases.

The congress will also offer lectures by invitation, clinical workshops, and symposia. The expert segment of the con­ vention will include clinical workshops with topics dedicated to rheumatic diseases.

Venue: Grand Hotel & Spa

Festival of integrated communications KAKTUS 2016 Belgrade, Serbia 27th – 28th October, 2016 2nd Festival of integrated communication – KAKTUS 2016 will be held on 27th and 28th October in Belgrade.

This year slogan is “Construct good ideas”, and the focus of the festival will be on integration, and on the effort to create only good and quality ideas.

And this year festival will celebrate only those campaigns and projects that come out of the obvious boundaries and despite difficult conditions inspire and produce the most ef­ fective communication with target groups.

Venue: Hotel Crowne Plaza

SEE Business Travel & Meetings magazine · September 2016

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e v e n t s Unique team building Bay of Kotor, Montenegro May, 2016 Meridian DMC has worked with a renowned client from the US that specializes in software engineering.

The clients came to Montenegro on a cruiser that they have privatized for their needs.

The group of 100 participants was welcomed by the agency, which organized several interesting programs throughout Bay of Kotor, making an effort to design an option for every preference.

With a combination of kayaking activities through the Bay of Kotor, boat rides, tasting local specialties accompanied by folklore ensemble performances, the agency team tried their best to evoke the tradition of Montenegro and the spirit of this region.

Technical organizer: Agency Meridian DMC

ICEBSS 2016 Sarajevo, Bosnia and Herzegovina 5th – 9th October, 2016 ICEBSS 2016 - International Conference on Economics, Business Management and Social Sciences will be held at Hotel Hollywood in Sarajevo.

Conference focus will be on economics, business and social sciences which include public governance, political science etc.

The aim of the conference is to gather leading academicians, policy makers, independent scholars and researchers to share their knowledge, new ideas as well as to discuss future development.

Another aim of the conference is to provide an opportunity for young research­ ers, academicians and practitioners to meet and interact with members inside and outside their own particular disciplines.

Venue: Hotel Hollywood

7th International Congress of Psychologists of Slovenia Kranjska Gora, Slovenia 22nd – 24th September, 2016 7th International Congress of Psychologists of Slov­ enia will be held in Kranjska Gora and the central theme will be Applied Neuropsychology.

Congress represents a place where knowledge exchanges and opportunities for the professional development are held.

Plenary speakers at the conference will be recog­ nized experts from USA, Croatia, Slovenia, United Kingdom and Italy.

Venue: Hotel Kompas

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SEE Business Travel & Meetings magazine · September 2016

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Uskoro otvaranje najvećeg hotelskog kompleksa u Srbiji Do kraja godine, počeće fazno otvaranje najluksuznijeg hotela u grupaciji „A Hoteli” – hotela Tornik na Zlatiboru, čija investicija iznosi više od 50 miliona evra. Hotel Tornik će imati 360 soba i apartmana od kojih će 130 biti u glavnom delu hotela, a preostalih 230 u zgradi depandansa. Na kuli depadansa nalaziće se i veliki heli­odrom. Rotacioni restoran iz kojeg će se pružati prelep panoramski pogled na Zlatibor svakako će biti još jedna od novina i atrakcija ovog hotela.

Kongresni kompleks površine 2.250 m2, činiće kongresni centar na 1.000 m2 u zgradi depandansa, sala površine 400 m2 u glavnom hotelu, sale u rotacionom restoranu površine 750 m2, kao i 2 sale za sastanke površine 100 m2. Pored smeštajnog i kongresnog dela, hotel će imati i Spa & Well­ ness centar koji će zauzimati površinu veću od 2.000 m2.

Novo i

RENOVIRANO Renovirana Spa zona Hotela Tulip Inn Putnik Beograd Letnje zatišje Hotel Tulip Inn Putnik Beograd iskoristio je da renovira SPA zonu u okviru Putnik Sport & Spa centra i doda nove sadržaje.

Pored poboljšanja performansi bazena, ugrađene su i 2 nove saune – finska, koja je već u upotrebi i infracrvena sauna čije je puštanje u rad planirano za početak septembra. Ove saune zamenile su dosadašnje tursko kupatilo. U Tulip Inn-u smatraju da će korisnicima spa zone biti posebno interesantna infracrvena sauna, s obzirom na pozitivne efekte koje ova vrsta tretmana ima na ljudsko zdravlje.

U Tulip Inn-u se trude da boravak gostiju u hotelu učine maksimalno udobnim i stoga stalno menjaju i unapređuju svoje sadržaje.

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SEE Business Travel & Meetings magazine · septembar 2016

Nov kongresni centar Envoy Hotela Novi kongresni centar Envoy Ho­ tela - Envoy Conference & Event centar udaljen je svega 5 minuta hoda od hotela.

Centar raspolaže sa 5 sala površine od 700 m2. Na ulazu u konferencijski centar nalazi se prijemni lobi i registracijski pult.

Sve sale imaju dnevno svetlo i opremljene su najsavremenijom tehnologijom kao i besplatnim WiFi interne­tom.

Najveća sala u teatar postavci može da smestiti 160 ljudi.

Sala ima direktan izlaz na terasu, koja je savršena opcija za pauze između sastanaka.

Centar raspolaže i sa garažom sa 15 parking mesta.

Nove sobe Life Design Hotela Life Design Hotel je početkom maja otvorio 8 novih soba koje su svojom funkcionalnošću prilagođene modernom korisniku.

Potpuno nov koncept za ovaj hotel, 3 sobe su porodične, u kojima pored dodatnog kreveta, gosti mogu i sami kuvati ako je potrebno.

Sve sobe su okrenute ka unutraš­ njosti hotela što doda­tno osigu­ rava mir gostiju.

Dizajn ovih soba je, kao i ostatka hotela, potpuno unikatan.

Nov ugostiteljski kompleks „Bella Nella” Luksuzni ugostiteljski kompleks „Bella Nella” nalazi se u mirnom okruženju na samo 2 km od centra Leskovca.

Ovo prestižno zdanje će svoje goste očarati skladnom arhitekturom, modernim dizajnom kako enterijera tako i eksterijera, i najvišim nivoom usluge.

U sastavu kompleksa „Bella Nella” su hotel, eksklu­ zivni restoran sa caffe-barom i velikom baštom sa bazenima i đakuzijem.

Hotel, kategorije 3 zvezdice, sa savremeno opremljen­ im sobama, i konferencijskim salama je idealno mesto za odmor, ali i za organizaciju različitih vrsta događaja.

Otvoren Verde Complex Verde Complex (Hotel & Wellness) koji se nalazi u Podgorici otvoren je krajem avgusta ove godine.

Kompleks raspolaže sa 81 smeštajnom jedinicom, kao i sa raznolikom gastro­ nomskom ponudom (pansionski res­ toran, kafeterija, a la carte restoran sa VIP galerijom).

U sklopu kompleksa nalaze se 3 kon­ferencijske sale u kojima se mogu organ­izovati različite vrste događaja.

Sale su opremljene najsavremenijom opremom, tako da u potpunosti mogu zadovoljiti sve zahteve organizatora.

Gostima hotela na raspolaganju su i Spa i Wellness centar, teretana, zatvoreni bazen polu-olimpijskih dimenzija i sportska sala.

SEE Business Travel & Meetings magazine · septembar 2016

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Otvaranje Hotela Hilton Podgorica u oktobru 2016. godine Hotel Hilton Podgorica otvoriće svoja vrata 1. oktobra 2016. godine.

Hotel će raspolagati sa 180 soba i apartmana, kao i sa 4 restorana i aperitiv barom.

Za odmor gostima će na raspolaganju biti wellness centar, kao i fitnes i spa blok sa zatvorenim bazenom.

Kada govorimo o organizaciji događaja, u sklopu hotela biće 5 kongresnih sala pogodnih za organizaciju različitih vrsta događaja.

Marriott Hotels stigao u Skoplje Prvi hotel međunarodnog hotelskog lanca Marriott otvorio je svoja vrata u Skoplju pod nazivom Skopje Marriott Hotel.

Hotel se nalazi u samom centru poslovnog i kulturnog dela grada, na Trgu Makedonija.

Hotel nudi gostima 164 soba i apartmana, uključujući i luksuzni predsednički apart­ man, kao i restoran, dva bara i spa centar. Što se tiče konferencijskih kapaciteta, hotel ima 9 konferencijskih sala sa maksimalnim kapacitetom do 600 osoba.

Renovirani i novi sadržaji City Hotela Ljubljana Tokom aprila 2016. godine City Hotel Ljubljana je renovirao smeštajne kapaci­ tete i predstavio novu salu za sastanke.

Kada govorimo o renoviranju smeštajnog dela, u potpunosti je renovirano 88 soba.

U svim novim sobama se nastavlja „City within the City” tema, tako da zidove krase fotografije Ljubljane poznatog fotografa Žige Koritnika.

Iz hotela su jako ponosni na salu za sas­ tanke pod nazivom „Above the City”, koja se nalazi na 7. spratu hotela i ras­ polaže kapacitetom do 40 osoba u teatar postavci.

Osim predivnog pogleda na Ljubljanski zamak, salu krasi i prostrana terasa na kojoj se mogu organizovati kafe pauze ili kokteli, što ovaj prostor čini idealnim mestom za organizaciju prijema, skupova ili radionica.

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SEE Business Travel & Meetings magazine · septembar 2016

The Biggest Hotel Complex in Serbia Soon Opens By the end of the year, the phased opening of the most luxurious hotel in the A Hoteli group – Hotel Tornik at Zlatibor will start.

Investment is worth more than 50 milli­on euros. Tornik will have 360 rooms and sui­ tes, of which 130 will be in the main part of the hotel, and the remaining 230 in depandanss building.

The depandanse tower will include a large heliport. A rotating restaurant that will offer a beautiful panoramic view of Zlatibor will certainly be another innovation and attraction within the hotel.

The congress complex of 2,250 sqm will consist of a congress center over 1,000 sqm in the depandanse building, a hall of 400 sqm in the main hotel, meeting room in the rotating restaurant of 750 sqm, and 2 meet­ ing rooms of 100 sqm in surface area.

In addition to accommodation and congress areas, the hotel will also have a Spa & Wel­ lness center that will spread over an area of more than 2,000 sqm.

New and

IMPROVED New Congress Center of Envoy Hotel New congress center of Envoy Hotel Envoy Conference & Event Centre is located only 5 minute walk from ho­ tel. Centre offers 5 conference rooms spreading on 700 sqm.

At the entrance is a reception lobby and registration table, suitable for welcoming the guests and client’s registration.

All conference rooms have daily light.

Also, they are equipped with modern technology (adopted for video confe­ rences) as well as with free WiFi. The largest room, in theatre set up can accommodate 160 persons.

This room has a direct exit to the ter­ race, which is perfect for coffee breaks between meeti­ngs. Center also has a garage with 15 parking spaces.

Renovated Spa Area of Hotel Tulip Inn Putnik Belgrade Hotel Tulip Inn Putnik Belgrade has used current summer break to ren­ ovate SPA area within Putnik Sport & Spa centre and add some new fa­ cilities to it. Apart from swimming pool refitting, 2 new saunas have also been installed – Finnish sauna, which is already in use and infrared sauna, whose opening is scheduled for the beginning of September.

These 2 saunas replaced previ­ou­s­ly existing Turkish bath.

It is tho­ught that infrared sauna will be especially attractive to users of the spa area considering positive effects that this kind of treatment has on human health.

In Tulip Inn tend to provide the ma­ ximum com­fort to their guests, and that’s why they constantly change and improve their services.

SEE Business Travel & Meetings magazine · September 2016

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New Rooms at Life Design Hotel At the beginning of May 2016, Life Design Hotel revealed 8 new rooms, which are absolutely adapted for a modern traveler.

A brand new concept, introduced 3 new family rooms, in which guests have one additional bed, and have the possibility to cook in a kitchen.

All the rooms are oriented towards the inner side of the hotel, which in turn guarantees a peaceful rest for guests.

The design of new rooms, as well as the rest of the hotel, is completely unique.

New Luxury Hotel and Restaurant Complex “Bella Nella” Luxury hotel and restaurant complex “Bella Nella” is located in peaceful surroundings just 2 km from the center of city of Leskovac. This prestigious establishment will enchant guests with harmoni­ ous architecture, modern design of interior and exterior, and the highest quality services. Within the complex “Bella Nella” are hotel, an exclusive restaurant with a cafe-bar and a large garden with swimming pool and jacuzzi. Hotel is categorized as 3 star hotel, with modern rooms and with a conference rooms is a perfect place for relaxation, and for organization of different types of events.

Hotel Complex Verde Opened Its Doors Verde Complex (Hotel & Wellness), located in Podgorica has been opened at the end of August this year.

The complex has 81 accommoda­ tion units, as well as a variety of gastronomy offer (board restaurant, cafeteria, a la carte restaurant with a VIP gallery). Within the Complex are and 3 conference rooms suitable for the organization of different kinds of events. Rooms are equipped with state-of-the-art equipment in order to satisfy all organizers requests.

At guests disposal is Spa & Wel­lness center, gym, semi-Olympic si­zed swimming pool and a sports hall.

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SEE Business BusinessTravel Travel&&Meetings magazine Meetings magazine · September | februar 2016

Hotel Hilton Podgorica Opens in October 2016 Hotel Hilton Podgorica will open its doors on 1st October 2016.

The hotel will have 180 rooms and suites, as well as four resta­ urants and a cocktail bar.

For taking time to relax, guests will have access to a wellness center, as well as a fitness and spa area with an indoor swim­ ming pool.

When it comes to event plan­ ning, the hotel will include five conference rooms for organizing different types of events.

Marriott Hotels Arrived at Skopje First hotel of International Chain Marriott Hotels has opened in Skopje, under the name Skopje Marriott Hotel.

Hotel is located in the center of city’s business and cultural district, on Macedonia Square.

Hotel offers 164 guest rooms and suites, inclu­ ding the luxurious Presidential Suite as well as a restaurant and two bars, Spa center.

Regarding conference capacities, hotel has 9 conference rooms with a largest capacity up to 600 people.

Renovated and New Amenities at the City Hotel Ljubljana During April 2016, City Hotel Ljubljana has renovated its accommodation capacities and revealed a new conference room.

As for the renovation of the accommodation areas, 88 rooms were completely renovated.

All of the new rooms take their cue from the “City within the City” theme, and so the walls are decorated with photos of Ljubljana by renowned photographer Ziga Koritnik.

The hotel team is very proud of the me­eting room entitled “Above the City,” which is lo­ca­ ted on the 7th floor of the hotel and has a capa­city of up to 40 people in a theater setting.

On top of the beautiful views of the Ljubljana castle, the meeting room boasts a spacious terrace available for organizing coffee breaks or cocktails, which makes this area an ideal place for organizing receptions, meetings, or workshops.

SEE Business BusinessTravel Travel&&Meetings magazine Meetings magazine · September | februar 2016

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aktuelan događaj

Svetski kongres omladinskog turizma – WYSTC

Porast broja mladih turista – Ciljna grupa vredna pažnje Beograd će od 20. do 23. septembra biti domaćin jubilarnog 25. Svetskog kong­ re­­­sa omladinskog turizma – WYSTC (World Youth and Student Travel Conference), koji će se održati u hotelu Crowne Plaza. Porast broja mladih turista utiče na sve ozbiljniju potrebu analiziranja njihovih navika, želja i trendova, kao i povezivanje i razmenu iskustva ključnih činioca u ovom sektoru turizma.

Organizator kongresa je svetska kon­ federacija WYSE (The World Youth Student and Educational Travel Con­federation), koja podrazumeva globalnu neprofitablinu organiza­ ciju posvećenu razvoju i promociji raznovrsnih mogućnosti za mlade putnike i studente kao i studentske organizacije koje ih u tome potpo­ mažu.

Prvi kongres održan je davne 1992. godine u Brazilu, i od tada svake godine konferencija je menjala destinaciju održavanja.

takođe članovi ove organizacije.

Cilj poslovanja organizacije je da iz godine u godinu unapredi usluge koje njeni članovi pružaju kako bi broj putnika bio u porastu. Organi­ zacija se svakodnevno prilagođava navikama, potrebama i trendo­ vima mladih putnika, stoga svoja istraživanja i analize deli sa svim članovima kako bi na najbolji način unapredili svoje delatnosti.

WYSE je partner svetske turističke organizacije Ujedinjenih Nacija – UNWTO, kao bitan segment inte­r­ nacionalne razmene mladih.

Takođe, organizacija konsultativno sarađuje i sa UNESCO-om.

Ovogodišnji kongres okupiće oko 450 profesionalaca iz industrije tu­rizma, koji dolaze iz preko 100 ze­ malja. Veliki značaj daje i prisustvo

Konfederacija okuplja preko 600 čla­ nova iz više od 120 zemalja. Članovi ove svetske konfederacije su lideri u oblastima kojima upravljaju kao što su putnički operateri, škole jezika, studentska osiguranja, hosteli, por­ tali za pretragu putovanja i rezerva­ ciju smeštaja, agencije za transfere i prevoz, programi razmene i slično.

Turističke organizacije kao i ostale asocijacije vezane za turizam su

SEE Business Travel & Meetings magazine · septembar 2016

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a k t u e l a n

d o g a đ a j

Prvi kongres održan je dav­ ne 1992. godine u Brazilu, i od tada svake godine konfe­ rencija je menjala destinaci­ ju održavanja. preko 80 međunarodnih kupaca, koji će u Beograd doći u potrazi za proširenjem poslovanja i usluga, što predstavlja sjajnu priliku za domaće organizacije.

Skup će se sastojati od šest segme­ nata i to: predavanja, seminara, ra­dionica, otvoreni travel market, networking događaja i poslovnih sastanaka. Najavljen je dolazak od preko 40 relevantnih stručnjaka koji će svoja znanja i iskustva deliti za učesnicima tokom predavanja, Usluge članova WYSE organizacije na globalnom novou koristi 30 miliona mladih putnika godišnje.

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seminara i radionica.

Statistički gledano, od ukupne međunarodne posete turista od 1,2 milijarde u 2015. godini, mladi turisti zauzimaju čak 272 miliona, što do­ datno potvrđuje značaj omladinskog turizma.

Kako ova vrsta turizma beleži porast, u velikoj meri doprinosi i razvoju drugih grana kao što su ekonomija, društveni i kulturni razvoj, razvoj destinacije i slično.

U okviru WYSTC konferencija svake godine se tradicionalno organizu­ je lokalni volonterski projekat.

Ovogodišnji projekat organizuje se u saradnji sa UNHCR kancelarijom u Srbiji i podrazumevaće pomoć migrantima.

Volonteri će imati zadatak da pomo­ gnu u sređivanju prihvatilišta za migrante.

SEE Business Travel & Meetings magazine · septembar 2016

WYSTC kao globalna vodeća konfe­ rencija mladih i studenta predstavlja značajan događaj za Beograd i Sr­ biju. Skup će u mnogome potpo­ moći razvoj receptivnog turizma u Srbiji. WYSTC konferencija takođe predstavlja i edukativnu i obrazovnu priliku za mnoge organizacije koje se bave delatnošću turizma, da usvoje nova znanja i razmene iskustva.

Miroslava Jeremić

hot topics

World Youth and Student Travel Conference – WYSTC

The Increase in the Number of Young Tourists – An Attention Worthy Target Group From 20th through 23rd September, Belgrade will play host to the 25th World Yo­ uth and Student Travel Conference – WYSTC – with the silver jubilee set to take place at the Crown Plaza hotel. The proliferation of young tourists affects the increasingly serious need to analyze their habits, desires, and trends, as well as to network and exchange experiences of the key factors in this sector of tourism.

The conference is organized by WYSE - The World Youth Student and Educational Travel Confedera­ tion, a global non-profit organiza­ tion committed to the develop­ ment and promotion of different opportunities for young travelers and students, as well as student organizations that support them.

The first conference was held in the long past 1992 in Brazil, and ever since then the conference has been changing its destination every year.

The Confederation counts more than 600 members from over 120 countries. The members of this glo­ bal confederation include industry leaders such as tour operators, lan­ guage schools, student insurance, hostels, search websites for travel arrangements and booking accom­ modation, transfer and transporta­ tion agencies, exchange programs, and alike.

Tourism organizations and other associations related to tourism are also members of this organization.

Year after year, the organization fo­cuses its efforts toward improving the services offered by its members in order to increase the number of travelers. The organization keeps reshaping itself on daily basis to fit the habits, needs, and trends among young travelers, and so it shares its research and analyses with all its members in order for them to better their activities as best as they can.

WYSE is a partner to the United Na­tions Tourism Organization (UN­ WTO) as an important segment of the international youth exchange.

In addition, the organization mainta­ ins consultative collaboration with UNESCO. This year’s conference will bring to­­gether around 450 professionals from the tourism industry, coming from more than 100 countries. Its great importance is boosted also

SEE Business Travel & Meetings magazine · September 2016

23

h o t

t o p i c s

The first conference was held in the long past 1992 in Brazil, and ever since then the con­ ference has been changing its destination every year. thanks to the presence of more than 80 international buyers that will ar­rive in Belgrade looking to expand their operations and services, which represents an excellent opportunity for local organizations. The event will consist of six seg­ments, as fol­ lows: lectures, s­emi­nars, worksho­ ps, open travelma­r­ket, networking events, and busi­ness meetings.

More than 40 rele­vant experts have been invited to share their knowle­ dge and experiences with the parti­ cipants during lectures, seminars,

WYSE’s members’ services are used by 30 million young trave­ lers every year across the globe.

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and workshops. Statisti­ cally speaking, out of the total number of interna­ tional visitors of 1.2 billion in 2015, young tourists make up as many as 272 million, which further confirms the importance of youth tourism.

As this type of tourism is seeing growth, it largely contributes to the devel­ opment of other sectors such as economy, social and cultural development, des­tination development, and alike.

The conference includes a local volunteering project, which is tra­ditionally organized every year.

This year’s project is organized in cooperation with the UNHCR office in Serbia, tied in with the issue of providing help to migrants.

The vo­lunteers will be tasked to assist in fitting out the shelters for migrants. As a global leading confer­

SEE Business Travel & Meetings magazine · September 2016

ence of youth and students, WYSTC represents an important event for both Belgrade and Serbia. This gathering will greatly facilitate the development of inbound tourism in Serbia. WYSTC also presents an educational opportunity for many organizations that focus on the tourism business to acquire new knowledge and share experiences.

Miroslava Jeremic

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primer iz prakse

Profesor dr sci. med. Aleksandar Ljubić, intervju

Beograd, centar svetske perinatalne medicine Beograd će od 26. - 29. oktobra 2017. godine biti domaćin 13. Svetskog kongresa perinatalne medicine. Kongres će okupiti svetske stručnjake iz perinatalne i neonatalne oblasti, perinatal­ ne patologije, pedijatrijske hirurgije, pedijatrijske kardiologije i genetike. Ovim povodom, imali smo čast da razgovaramo sa prof. dr sci. med. Aleksandrom Ljubićem, koji će predsedavati ovim Kon­g­re­som.

Da li je Srbija prati svetske tren­dove u oblasti perina­ talne medicine i repro­ duktivnog zdravlja?

Domaći stručnjaci ulažu značajne napore u prihva­ tanje poslednjih trendova, i našim pacijentima su dostupni svetski standardi podjednako.

Moram da istaknem i da su naši stručnjaci prepoznati u svetu i kao lideri u kreiranju novih metoda (kao što je SEGO program, na pri­ mer), zbog čega Srbija ima je­dnu od vodećih pozicija u regionu.

Profesor dr sci. med. Aleksandar Ljubić naučnu karijeru je posve­tio reproduktivnom zdravlju žena, a danas uživa status jednog od najvećih stručnjaka u svetu.

Zamenik je sekretara Svetske aso­ci­ jacije perinatalne medicine i profe­ sor po pozivu Kornel uni­verziteta u Njujorku.

Predsednik je Srpskog društva za ultrazvuk u ginekologiji i akušerstvu.

U 2017. godini predsedavajući je Svetskog kongresa perinatalne medicine u Beogradu.

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Kako je Beograd odabran za domaćina Svetskog kongresa?

Kandidaturu smo radili zajedno sa Kongresnim biroom Srbije (depar­ tmanom TOSa), kao i našom kon­ gresnom agencijom „Aria“ i podra­ zumevala je kreiranje posebnih do­kumenata kojima mi pokazujemo kvalitativnu i kvantitativnu sposob­ nost da organizujemo ovako važan događaj od oko 3.000 delegata.

inostranstva, a na finalnoj prezenta­ ciji ispred Borda Svetske asocijacije odlučeno je da Beograd ima dovolj­ no kapaciteta i znanja da preuzme organizaciju.

Naravno, iako ovo zvuči kao nevero­ vatan lak zadatak, jasno je koliko je truda i zalaganja uloženo.

Kakva je veza između organiza­ cije događaja i razvoja različitih oblasti medicine?

To je jedinstvena prilika da upozna­ te kolege iz sveta, da predstavite svoje istraživanje i svoje kapacitete, da se uverite u kvalitet i inovativ­ nost novih metoda i tehnologija.

„Slobodno mogu reći da organizacija međunarodnih kong­resa u Srbiji je ključ us­ peha i opstanka u svakoj pro­ fesiji, naročito u medicini.“ Događaji su pogotovo bitni za mla­ de specijalizante jer upravo u svojoj zemlji imaju šansu da uče i razgova­ raju sa vodećim stručnjacima i pred­ stave svoje rezultate istraživanja.

Miona Milić

Nakon toga usledila je promocija naše kandidature ka kolegama iz

SEE Business Travel & Meetings magazine · septembar 2016

case study

Prof. Aleksandar Ljubic, D. Sci.Med, Interview

Belgrade, a World Center of Perinatal Medicine The city of Belgrade, Serbia will be the host of the 13th World Congress of Perinatal Medicine, which will be held on October 26th-29th, 2017. The Congress will put together professionals in all areas of perinatal, neonatal, obstetrics, pediatric, perinatal pathology, pediatric surgery, pedi­ at­ric cardiology and genetics from all around the world. On this occasion, we had the gre­at op­portunity to speak with Prof. Aleksandar Ljubic, D. Sci.Med, the President of the 13th WCPM. Medicine that will take pla­ce in Belgrade.

Does Serbia follow inter­ national trends in the field of perinatal medicine and reproductive health?

Domestic experts invest sig­ nificant efforts in accepting last trends, and for our pa­ti­ ents in­ter­national sta­n­dards are equally a­v­ailable. I have to em­phasize that our ex­perts are re­co­gnized worldwide as leaders in creating new meth­ ods (such as SE­GO program, for example), putting Serbia on one of the leading posi­ti­ ons in the region.

Prof. Aleksandar Ljubic, D. Sci.Med devoted his scientific career to­w­a­ rds the reproductive health of wo­ men, and today enjoys the s­ta­tus of one of the greatest experts in the world.

He is a Deputy Secretary of the Wo­rld Association of Perinatal Me­ dicine and visiting lecturer on the Cornell University, New York.

He is a President of Serbian Society for Ultrasound in Obstetrics and Gynecology.

In 2017 he will be the President of the World Congress of Perinatal

How Belgrade won the bid for hosting the World Congress?

We have done bidding together with Serbia Convention Bureau (a se­ctor within NTOS), and with our PCO agency “Aria”, and the process include preparation of special-made documents where we needed to demonstrate our quantitative and qualitative capability to or­ganize such an important event with around 3,000 participants.

This was followed by Serbia bid pro­motion to the colleagues around the world, and on the final presenta­

tion in front of the World Associa­ tion Board it has been decided that Belgrade has significant capacity and know-how necessary for the or­ ganization. Of course, although this seems as unbelievably easy task, it is clear that a lot of efforts and devotions have been invested.

What is the connection betwe­ en events organization and de­velopment of various fields of medicine?

It is a unique opportunity to meet the colleagues from around the world, to present your own rese­ arch and capa­cities, to be assured about qu­ality and innovativity of new methods and technology.

”I will be free to say that o­rganization of international meetings in Serbia is a key to success and survival in every profession, and especially in medicine.”

Congresses are very important for young residents, since in their own country they have possibility to le­arn and talk with leading experts in the world and present their own research.

Miona Milic

SEE Business Travel & Meetings magazine · September 2016

27

industrija

Ključni zaključci AIPC istraživanja 2016

Kongresni centri: Usvajanje novih strategija i solidan porast biznisa Ovogodišnji domaćin AIPC konferencije bio je Nant, grad na atlantskoj obali Fran­ cu­ske koji se brzo razvija i koji je zahvaljujući tome postao interesantna des­ti­na­cija ra­zličitih sfera turizma. Kako AIPC predstavlja međunarodno udruženje kon­g­re­snih cen­tara, značajno je osvrnuti se na rezultate njihovog godišnjeg Is­t­ra­živanja.

Sumirano, rezultati konferencije pokazuju solidan rast i razvoj biznisa i primenu novih strategija kao odgovor na promene u industriji koja teži sve ve­ćem zadovolje­ nju potreba klijenta.

Pomenuto AIPC istraživanje kreirano je na osnovu praćenja performan­ si industrije u periodu od sedam godina, koje je pratila globalna finansijska nestabilnost. Uz ostale relevantne faktore koji su uzeti u obzir prilikom izrade ovog pregleda, postoje još dva nova: prvi, mere bezbednosti u kongresnim centrima i drugi, uloga i obim subvencija kao komponenta marketinga kongre­ snih centara.

Sve pomenuto uticalo je na donoše­ nje najvažnijih zaključaka ovogodi­ šnjeg skupa: · Prihod kongresnih centara poka­ zao je neočekivani porast od 8% u 2015. godini, umesto 4,2% koji su prognozirani. Međutim, za sledeću godinu prognoziran je duplo manji prihod – samo 4,2 %. · Najjači regioni i tržišta nastavljaju da rastu i jačaju dok slabija slabe još više.

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· Prilagođavanje i uvođenje novina u biznisu – što je bila tema ove AIPC konferencije – identifikovani su kao veliki prioriteti centara.

Skoro 60% njih je primenilo ino­ vacije u svom biznisu u prethodne dve godine što je dovelo do to­ga da je 40% imalo novi porast priho­ da u istom periodu.

Australija i Severna Amerika ovde prednjače sa 69% i 67%.

bezbednosti, ali je najmanje promena napravljeno na ovom polju što je dovelo do povećanja zabrinutosti kod klijenata. · Subvencije – preko 53% centara primilo je ovu vrstu pomoći u proteklih pet godina.

Međutim, subvencije su odo­ bravane strateški i nuđene su ključnim klijentima pod određenim uslovima.

· Sektori koje su inovacijama i pro­me­ nama najviše zahvaćeni su te­hno­ logi­ja, hrana i piće i utisak ko­ji je centar ostavio na klijenta.

· Sredstva za fondove iz kojih su subvencije odobravane imaju tendenciju povlačenja.

· Organizatori događaja takođe su suočeni sa promenama jer sami događaji polako menjaju svoj format, okrećući se modernim tehnologijama i polako se uda­ ljavajući od formalne strukture događaja.

A mi zaključujemo, kongresni centri koji implementiraju inovacije, nova iskustva za korisnike sa moguć­ nostima nestandardnih formata događaja, vodeći konstantno računa o merama kontrole i bezbednosti, ostaju lideri u svom polju, i mogu da očekuju u budućnosti još veći rast.

· Većina centara je solidno obezbe­ đena sa odgovarajućim merama

SEE Business Travel & Meetings magazine · septembar 2016

Milica Novak

industry Key Findings of AIPC Research 2016

Conference Centers: The Adoption of New Strategies and a Solid Growth in Business This year’s host of the AIPC conference was Nantes, a city on the Atlantic coast of France, which develops rapidly and which, consequently, has become an interesting destination for different spheres of tourism. As AIPC represent an International As­ so­ciation of Congress Centers, it is important to reflect on the results of its annual Survey. In summary, the results of the conference show a solid business growth and development and implementation of new strategies as a response to chan­ ges in the industry that seeks to satisfy the growing needs of the client.

The foregoing AIPC research was cre­ ated on the basis of monitoring of industry performances for a period of seven years, which were followed by a global financial instability.

In addition to other relevant factors taken into account while drafting this review, there are two additional ones: safety measures in congress centers, and the role and scope of subsidies as a component of mar­ keting of the congress centers.

So, the key findings of the AIPC research 2016 are: · The income of the congress centers showed an unexpected increase of 8% in 2015, instead of 4.2%. However, for the next year, it is forecasted a twice lower in­ come - only 4.2%. · The strongest regions and markets continue to grow and strengthen while the weak become even more weaker.

· Adapting business innovations – which was the theme of the AIPC Con­fe­rence – have been identified as a major priority of the ce­nters.

Almost 60% of those have imple­ mented innovations in their busi­ ness in the past two years, which has led to the fact that 40% had a new increase in revenue in the same period.

Australia and North America are leading herein with 69% and 67%, respectively.

· Most of the centers is solidly pro­ vided with appropriate security measures, but the least changes were made in this field, which has led to increasing concerns among clients.

· The sectors most affected by in­novations and changes were Tech­nology, Food and Beverage and the Client Venue Experience.

· The budgets for the funds tend to withdrawal.

· Event organizers are also faced wi­th the changes because the ev­ents themselves are changing their format, turning to modern technologies and slowly moving away from the formal structure of the event.

· Subventions – more than 53% of ce­n­ters have received this type of assistance in the past five years.

However, they are granted in a stra­tegic manner and offered to key customers under certain con­ ditions.

Convention centers that implement the innovations, new experiences for users with the capabilities of nonstandard formats of events, taking into constant account the measures of control and security, remain leaders in their field, and can expect even greater growth in the future.

Milica Novak

SEE Business Travel & Meetings magazine · September 2016

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SEE Business Travel & Meetings magazine | februar 2016

tema broja

Odnos sa klijentima na licu mesta

Na kraju, ko je odgovoran za (ne)zadovoljnog klijenta?

Front office u hotelu podrazumeva zaposlene i radna odeljenja sa kojima gost ili klijent ima prvi dodir, komunikaciju i razmenu informacija. U pitanju su poslovi rezervacije, prodaje, održavanja higijene i domaćinstva generalno, kao i konsijerž usluge. To su praktično svi zaposleni u lobiju i na recepciji, s tim što bi tu trebalo dodati i zaposlene u hotelskim barovima i restoranima, kao i wellness–u.

Front office se, naravno, najviše od­ nosi na recepciju, gde se dočekuju gosti i posetioci, razumeju njihove potrebe, daju potrebne informacije, vrše rezervacije i slično, međutim svi gore navedeni poslovi zajedno utiču na efikasnost i funkcionisanje front office-a hotela.

Zašto je front office bitan?

Front office je odgovoran za sve ono prvo što doživimo u hotelu.

Prilaz i ulaz u hotel, prijem na rece­ pciji, nošenje prtljaga, dolazak do i ulazak u sobe... rešavanje potenci­ jalnih nejasnoća ili problema gostiju vezano za sobu ili hotel, odnos i us­ luga konobara u baru ili restora­nu... sve ostavlja utisak i kreira krajnju sliku. Baš sve je važno.

Svaki zaposleni u hotelu sa kojima gost ima komunikaciju utiče na

kreiranje opšteg utiska i osećaja koji gost nosi sa sobom.

To je za gosta, vrlo često, nesvestan proces kreiranja utiska, ali na kraju, sve u zbiru utiče na zadovoljstvo, preporuku i ponovan dolazak.

Put do zadovoljnog klijenta i gosta je popločan emocijama Kao što je proces kupovine v­ećinom zasnovan na emocijama, tako je boravak u hotelu, restoranu ili ne­ kom drugom uslužnom prostoru, zapravo, protkan emocijama.

Većina gostiju ili učesnika nekog do­ gađaja je vrlo osetljiva na to kako su dočekani, kakav tretman imaju od strane organizatora, ali i od osoblja koje ih direktno uslužuje ili pruža potrebne informacije.

Ukratko, na to kako svi zajedno

utiču na to kako se oni osećaju.

Svako želi da se oseća posebno.

Da je njeno (njegovo) prisustvo va­žno. Da su želje ili zahtevi koje imaju prihvaćene sa razumevanjem i ispunjene sa zadovoljstvom.

Svima prija kada se ceni njihovo mišljenje i prisustvo.

Svako će želeti da se vrati tamo gde se osećao lepo. To je ključ uspeha i potrebe za adekvatnim zaposlenima koji čine dobar front office.

Turizam se, generalno, bazira na buđenju i zadovoljenju raznih vrsta emocija.

Uspeh, prihvaćenost, razumevanje, pažnja, neki su od osećaja koji inici­ raju odlazak u restoran ili odsedanje u nekom hotelu.

Posao dobrog front office-a je da doprinese doživljavanju tih osećaja.

SEE Business Travel & Meetings magazine · septembar 2016

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t e m a

b r o j a

Svako će želeti da se vrati tamo gde se osećao lepo.

To je ključ uspeha i potrebe za adekvatnim zaposlenima koji čine dobar front office.

Naravno, to ne znači da samo od front office-a zavisi zadovoljstvo go­ stiju ili uspešnost nekog događaja.

Puno faktora utiče na to, počev od komunikacije front office-a sa višim menadžmentom, od fleksibil­ nosti menadžmenta, fleksibilnosti klijenta, organizovanosti i detaljnog opisa očekivanja i potreba gostiju, do samog hotela i njegovih sadržaja i mikro lokacije. Može zavisiti čak i od vremenskih prilika.

da dođe ponovo ili preporuči to mesto.

Još jedna uloga front office-a je da bude dobar filter informacija ka „back office“-u, kako bi oni u međusobnoj komunikaciji mogli da funkcionišu kao celina, a to je i jedini način da sistem funkioniše kako treba.

Koji su to konkretni poslovi u front office-u?

U hotelskom menadžmentu, da na­ vedemo neke, front desk sastavlja listu gostiju, radi prijavu i odjavu gostiju, zatim sve te informacije prosleđuje ostalim odeljenjima pro­daje, ali i odeljenju održavanja i čišćenja soba. Zakazuju sastanke

Za šta je front office odgovoran?

Zadovoljstvo gostiju ili uspešnost nekog događaja, kao što smo rekli, ne zavisi samo od front office-a.

Međutim, činjenica je da je front of­fice odgovoran za prvu, inicijalnu komunikaciju između gosta i ho­ tela, kada se potencijalno i prodaje usluga i vrši rezervacija. Činjenica je i da je odgovoran za pr­vi utisak kada gost ili grupa dođe u hotel. Brzina i efikasnost prili­ kom čekiranja i ljubazno davanje potrebnih informacija svakom gostu uliva poverenje i sigurnost. Kao i razrešavanje nedoumica, izlaženje u susret rešavanju individualnih problema ili mogućih nesporazuma tokom boravka.

15 puta je lakše prodati postojećem zadovoljnom klijentu nego dovesti novog.

Takođe, front office je odgovoran i za poslednji utisak kada gost plaća račun i odlazi.

Srdačnost, profesionalnost i ljuba­ znost svakako doprinose da gost odlazi sa osmehom na licu i mišlju

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SEE Business Travel & Meetings magazine · septembar 2016

sa menadžmentom (po potrebi), sortiraju i odgovaraju na mejlove, javljaju se na telefon. Izdaju i napla­ ćuju račune. Rešavaju žalbe, daju informacije. I sve ostale poslove koji imaju za cilj da klijent bude za­ dovoljan, a politika i pravila hotela ispoštovana.

Jasno je da je front office lice i glas hotela. Svojim izgledom, stavom, manirima, znanjem, spremnošću i sposobnošću da pomognu, reflek­ tuju sliku o čitavoj kompaniji i zato imaju veoma važnu ulogu u njenom predstavljanju i poslovanju.

Miona Milić

cover story

Customer Relationships on the Spot

At the End, Who is Responsible for a (Dis)Satisfied Customer?

The front office at a hotel includes employees and units with whom the guest or customer has the first contact, communication, and information exchange.

This includes reservations, sales, housekeeping, as well as concierge services.

It’s practically all employees in the lobby and at the reception, while we should also add the staff in hotel bars and restaurants, as well as at wellness centers.

The front office, of course, pertains most to the reception, where guests and visitors are welcomed, their ne­eds understood, where necessary information are provided, reserva­ tions are made, and the like, but all of the above tasks together affect the efficiency and functioning of the front office of the hotel.

Why is the front office important?

The front office is responsible for everything that we first experience at the hotel.

The access and entrance to the ho­tel, the reception at the front de­ sk, carrying of luggage, arrival and entry to the rooms...

Resolving potential questions or problems of the guests in connecti­ on with the room or the hotel, the

attitude and service of the waiters in the bar or restaurant... Every­ thing leaves an impression and creates the final image. Literally everything is important. Every em­ ployee at the hotel with whom the guest has any communication influ­ ences the creation of the general impression and the feeling that the guest carries with him or her.

The guest is very often unaware of the process of crea­ting an impres­ sion, but in the end, the sum of everything affects the satisfaction, recommendations, and repeat visits.

The road to a satisfied customer and guest is paved with emotions Just as the process of shopping is mainly based on emotion, so a stay

in a hotel, restaurant or another service area, is in fact laced with emotion.

Most guests and participants of an event are very sensitive to how they are welcomed, or how they’re treated by the organizers, but also by the staff that directly serves them or provides them with neces­ sary information. In short, they are sensitive to how they all affect the way they feel.

Everyone wants to feel special.

Everyone wants his or her presence to matter. To have their wishes or demands accepted with understan­ ding and filled with satisfaction.

Everyone feels good when their opi­nion and presence are valued.

Everyone will want to come back to where they felt good.

SEE Business Travel & Meetings magazine · September 2016

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c o v e r

s t o r y

Everyone will want to come back to where they felt good.

This is the key to success and the need for adequate employees who make up a good front office.

This is the key to success and the need for adequate employees who make up a good front office.

Tourism is generally based on awa­ kening and satisfying various kinds of emotions.

Success, acceptance, understand­ ing, attention, these are just some of the feelings that initia­te going to a restaurant or staying in a hotel.

The job of a good front office is to contribute to the expe­rience of these emotions.

Of course, this does not mean that guest satisfaction and the success of an event depend only on the front office.

A lot of factors contribute to this, starting from the front office com­ munication with senior manage­ ment, flexibility of management, flexibility of the customer, organiza­ tion and detailed description of the expectations and needs of guests to the hotel itself and its ameniti­ es and microlocation. It can even depend on weather conditions.

the hotel. The speed and efficiency of check-in and friendly provision of required information to every guest inspires confidence and security.

As well as resolving concerns, me­eting them halfway in solving in­ dividual problems or possible misun­ derstandings during their stay.

It’s 15 times easier to sell to an existing satisfied customer than to bring in a new one.

In addition, the front office is also responsible for that last impression when the customer pays the bill and leaves.

Warmth, professionalism, and co­ ur­tesy certainly contribute to the gu­est leaving with a smile on his or her face and thinking about coming again or recommending the place.

Another role of the front office is to be a good filter of information to the back office, so that they can communicate with each other and function as a whole, and this is the only way that the system can work properly.

What is the front office responsible for?

Guest satisfaction or success of an event, as we said, depends not only on the front office.

However, the fact is that the front office is responsible for the first, initial communication between the guest and the hotel, when services are possibly being sold or reservati­ ons made.

The fact is that the front office is al­so responsible for the first impres­ sion when guests or groups come to

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SEE Business Travel & Meetings magazine · September 2016

What are the specific tasks at the front office?

In hotel management, to name a few, the front desk compiles guest lists, conducts check-ins and checkouts, and then forwards all these information to other sales depart­ ments, as well as to the depart­ ments of housekeeping.

They schedule meetings with man­ agement (if necessary), sort and respond to emails, answer phone calls. They issue and charge bills.

They resolve complaints, provide information.

And all other tasks that are aimed to satisfy the customer and adhere to the hotel’s policy and rules.

It is clear that the front office is the face and voice of the hotel.

With their appearance, attitude, manners, knowledge, willingness and ability to help, they reflect the ima­ge of the entire company and that is why they play an important role in its presentation and busi­ ness.

Miona Milic

tema broja Ko je odgovoran za prvi utisak?

Obavezne veštine dobrog recepcionera Recepcioner predstavlja prvu osobu na koju naiđete i koja vas dočeka prilikom po­ se­te hotela, nekog drugog ugostiteljskog objekta i kompanije. Oni pružaju os­nov­ ne informacije o načinu poslovanja i mogućnostima i uslugama određene kom­pa­ nije. Takođe, izlaze u susret rešavanju svih nedoumica, nejasnoća i problema.

Oni su, vrlo često, jedini predstavnici kompanije sa kojima gost ili klijent ima ko­mu­ nikaciju. Zato se i kaže da recepcioner predstavlja lice svakog poslovanja.

Kada gost poseti hotel ne vidi sve napore i rad svih odeljenja u poza­ dini, već najčešće, uslugu i dobro­ došlicu koju dobije prilikom dolaska, boravka i odlaska.

Stoga, na osoblju recepcije je da na najbolji način dočeka goste i pred­ stavi klijentima celokupnu ponudu i usluge hotela.

Rad na recepciji zahteva specifične sposobnosti i veštine, a one osnovne koje čine dobrog recepcionera su: · Veština komunikacije Veština komunikacije sa klijentima i ostalim odeljenjima je ključna za posao recepcionera.

Pozitivan stav, prijatan pristup kli­jen­ tu, razumevanje kao i sposobno­sti jasnog prezentovanja usluga koje

hotel pruža su obavezne za ovaj po­ sao. Recepcioneri su uvek na usluzi klijentima, trebalo bi da umeju da slušaju i odgovore na želje i zahteve klijenata, kako prilikom ličnog konta­ kta, tako i putem telefona.

Komunikacija mora biti formalna i u skladu sa politikom i pravilima hote­ la. Recepcioner u svakom trenutku klijentu mora pružiti sve neophodne informacije. Dobar recepcioner će se kljentu uvek naći na usluzi.

Podrazumeva se da recepcioner govori najmanje jedan strani jezik, a po­željno je i više. · Organizovanost Recepcioneri su često u situaciji da moraju da rade više stvari u isto

vreme. Nije neuobičajeno da se istovremeno prijavljuje veća grupa gostiju u hotel, zvoni nekoliko tele­ fonskih linija i stiže zahtev na mejl.

Oni znaju kako da ostanu pribrani kada su pod pritiskom i da ne budu usplahireni u takvim okolnostima.

U ovakvim situacijama bitno je na­praviti prioritete u odnosu na za­hteve i potrebe klijenta, a tako da se svaki gost oseća usluženo i na prvom mestu. Iako su ovakve situacije mahom stresne, dužnost recepcione­ra je da ostane pribran, nasmejan i prvenstveno ljubazan. · Tehničke i administrativne veštine Neophodno je da recepcioner ima sve potrebne veštine korišćenja ra­

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t e m a

b r o j a

Nacionalni dan recepcionera u US U Americi se svake godine obeležava nacionalni dan recepcionera, i to druge srede u maju.

Ovaj dan predstavlja podršku ovoj profesiji, kao i podizanje svesti o ulozi recepcionera u poslovnom svetu.

čunara. Upotreba hotelskog sistema kao i svih propratnih administrativ­ nih poslova je svakodnevni posao recepcionera.

sa klijentima koji imaju različite zahteve i očekivanja. Ukoliko je gost nezadovoljan nekom uslugom obratiće se recepciji.

Kopiranje dokumenata, slanje mej­ lo­va i faksa, pravljenje i až­uriranje excel tabela ili popunjavanje do­ kumentacije su samo neke od du­ž­no­sti.

Ovakve situacije mogu biti nepri­ jatne, a osoblje mora uvek imati odgovor za svaki problem koji se pojavi i pružiti sva moguća rešenja kako bi klijent bio zadovoljan.

· Sposobnosti rešavanja problema Rad sa ljudima generalno zahteva dosta strpljenja i tolerancije. Rece­ pcioneri se svakodnevno susreću

36

Dužnosti recepcionera naizgled de­luju jednostavno, međutim ovaj posao je jako zahtevan i složen, a s obzirom na to da po­drazumeva sva­ ko­dnevni rad sa ljudima, i stresan.

SEE Business Travel & Meetings magazine · septembar 2016

Snalažljivost, uslužnost, komunika­ tivnost, odgovornost, samostalnost u radu, izražene organizacione spo­ sobnosti, obavezno znanje stranih jezika, znanje rada na računaru sa­ mo su neke od neophodnih kvalifika­ cija koje svaki recepcioner mora da poseduje. Često se dešava da utisci koje gosti nose iz nekog hotela su velikim de­lom vezani za ljubaznost osoblja i uslugu koju dobiju, što recepcionera čini jako bitnom karikom hotelskog poslovanja.

Miroslava Jeremić

Essential Skills a Good Receptionist Must Possess

cover story

Who is Responsible for the First Impression?

A receptionist is the first person one comes across, the person that welcomes you upon visiting a hotel, another hospitality facility or a company. They provide basic information on methods of operation, possibilities and services the company provides. Also, they are there to resolve every possible issue, doubt or uncertainty.

Pretty often, they are the only representatives of a company a guest or a client com­ municates with. Hence the saying that a receptionist is the face of the company.

When guests visit a hotel, they can­ not see the efforts and hard work of every back-office department.

Most commonly, guest can perce­ ive only the service and welcome they receive upon their arrival, stay and check-out. It is the task of a receptionist to find the best way to welcome their guests and present them with the entire offer and services the hotel provides.

Reception work requires specific skills and abilities, and basic skills that make a good receptionist are: · Communication skills Communication with clients and other departments is the key skill a receptionist must have. Positi­ ve attitude, friendly approach to

cli­ents, understanding and ability to present the services hotel offers clearly are a must. Receptionists are at client’s service at all times, so they should know how to listen and meet client’s wishes, both in person, and on the telephone.

Communication has to be formal, in line with hotel’s rules and policies.

The receptionist must provide cli­ ents with all necessary information at any point. A good receptionist is always at service.

Receptionists have to speak at least one foreign language, preferably several. · Organizational skills Receptionists often have to multi­ task. It is not unusual to have larger

group of guests checking in, several telephone lines ringing, and an inquiry arriving by e-mail.

They know how to hold it together under pressure, and not to panic.

In such circumstances, it is crucial to prioritize, so that guests feels served and as if they always come first.

Even though these situations are stressful, it is the duty of a recepti­ onist to stay calm, welcoming and above all, polite. · Operational and administrative skills A receptionist must know how to use all needed computer programs.

Operating the hotel system and

SEE Business Travel & Meetings magazine · September 2016

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c o v e r

s t o r y

National Receptionists’ Day in the US National Receptionists’ Day is an annual event in America, and it is observed on the second Wednesday in May. It was created to give recognition to receptionists, as well as to raise awareness on the valuable contributions they make in the business world.

doing all supporting administrative tasks is everyday job of a recepti­ onist.

Copying documents, sending e-ma­ ils and faxes, creating and updating excel sheets or filling documents are just some of their duties. · Problem-solving abilities Working with people requires a lot of patience and tolerance.

Receptionists deal with clients that have different demands and expec­ tations on daily basis. If a guest is unsatisfied with some service,

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they’ll come to the receptionist.

These situations can be unpleasant, but the staff has to have an answer to every problem that may come up, and offer solutions in order to maintain client’s satisfaction.

Receptionist’s duties are seemingly simple, but the truth is that this job is very complex and demanding, and given the fact that it involves everyday interaction with people, it is also stressful.

Resourcefulness, responsiveness, communication, responsibility, independence in work, organizati­

SEE Business Travel & Meetings magazine · September 2016

onal skills, compulsory knowledge of foreign languages, and computer skills are just some of necessary qualifications a receptionist has to have.

Most often, guests’ impressions of a hotel are greatly related to the hospitality of its staff and the service they get, what makes the receptionist an important link of hotel’s business operations.

Miroslava Jeremic

39

istraživanje

Ljubaznost najvažnija osobina

Front desk i F&B sektor najbitniji za uspeh događaja U drugoj polovini 2016.

godine SEEbtm magazin je među organizatorima doga­ đaja i predstavnicima hotela, prostora i agencija iz regiona Jugoistočne Evrope, sproveo istraživanje na temu značaja zaposlenih koji su u direkt­ nom kontaktu sa učesnicima na uspeh samog događaja.

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SEE Business Travel & Meetings magazine · septembar 2016

U sprovedenom istraživanju, event profesionalci se skoro jednoglasno slažu da su Front desk i F&B sektor u hotelu najbitniji za organizaciju događaja, zbog direktnog kontakta koji imaju sa gostima/učesnicima.

Najviše se naglašava važnost rece­ pcije i konobara, ali i kuhinje.

Nešto manji broj ispitanika, ali i da­ lje u značajnom procentu (26%), na prvo mesto po važnosti za uspeh događaja stavlja menadžment – opšti, menadžment prodaje i event menadžment (grafik 1).

Međutim, na osnovu istraživanja, sadržaj samog događaja ima veli­ki

uticaj na krajnji utisak učesnika. N­a­ ime, 70,8% ispitanika će razmišljati o ponovnom odlasku na isti doga­ đaj čak iako im se nije dopao odnos

i tretman koji su imali, ali je sadržaj je ipak bio zadovoljavajući.

Međutim, nije mali procenat onih učesnika (25% neće ponoviti) koji će koštati organizatore zbog neza­ dovoljavajućeg tretmana koji su imali na licu mesta (grafik 2).

#seebtm #kongresniturizam #seemice

i s t r a ž i v a n j e

Na pitanje koliko smatraju da je bi­tan odnos recepcionera, konoba­ra i ostalih zaposlenih koji su u di­re­kt­ nom kontaktu sa učesnicima doga­ đaja, za uspeh samog do­gađaja, 62,5% ispitanika je dalo ocenu sa najvećim značajem, a 33,3% ocenu odmah ispod ocene sa najvećom vrednošću (grafik 3).

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41

i s t r a ž i v a n j e

Na osnovu ovoga možemo bez di­le­me zaključiti koliko organizatori do­ga­đaja smatraju ključnim odnos zaposlenih prema gostima/učesnicima.

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Ukoliko se domaćini pokažu kao gostoljubivi, uslužni, predusretljivi i opu­šteni, iskustva su uvek pozitiv­ na, kako kažu učesnici ankete.

SEE Business Travel & Meetings magazine · septembar 2016

Neki od primera pozitivnog dopri­ no­sa osob­lja je na događajima gde se veliki broj ljudi susreće prvi put, ljubazno i opušteno osoblje je doprinosilo opuštenijoj i prijatnijoj atmosferi, zatim primeri kada se go­ sti vraćaju zbog ljubaznosti konoba­ ra i slično.

Iako većina ističe da su uglavnom u pitanju pozitivna iskustva, uvek ima i negativnih. Kao na primer, ne­upućenost u dogovorene uslove, kašnjenje sa realizacijom dogovora, nezainteresovan pristup klijentu.

Postoje i slučajevi kada komunika­ cija u lancu nije dobra, pa dolazi do prenošenja pogrešnih informacija ili neprenošenje promena – što

klijentu izaziva osećaj nesigurnosti i neorganizovanosti.

Takođe ima primera, kako navode učesnici ankete, kada menadžer restorana drsko odbije da uzme porudžbinu jer to nije njegov posao, ili kada se gosti ne vraćaju prosto zbog loše hrane.

Hoteli i prostori predstavljaju sas­ta­ vni deo svakog događaja, stoga je važno razmotriti i shvatiti ovu pro­ blematiku i sa njihovog aspekta.

Naime, kako hoteli ističu, kad orga­ nizacija ili agencija koja komunici­ra sa hotelom oko određenog do­ga­­ đaja ne dogovori sve detalje una­ pred, već traže izmene na li­cu mesta koje se ne mogu brzo na­praviti (npr. či­tava postavka dvorane ili tehničku opremu koja nije najavljena) ili kad traže extra usluge koje nisu predvi­ đene i koje ne žele dodatno platiti.

U tom slučaju hotel mora odbiti us­ lugu gostu ili raditi promene u zadnji tren što učesnici percipiraju kao lošu organizaciju ho­tela, a ne onoga ko je

dogovarao usluge. Još jedan loš pri­ mer koji se navodi je kad naručilac usluge najavi događaj za puno manji broj osoba nego što ih se pojavi.

Tad učesnici zaključe da hotel nije pripremio do­voljno hrane što sa­ mom hotelu stvara loš imidž.

U svakom slučaju, detaljno pla­ni­ ra­nje na vreme je nešto čime bi tre­ba­lo da se vodi svaki organizator događaja, kako bi predupredio sve po­ten­cijalne nedostatke ili pro­ puste.

Da li osoblje koje je u direktnom kontaktu sa učesnicima može da „popravi” neku situaciju?

Ili pak da „pokvari”? Činjenica je da ako menadžeri odrade svoj posao dobro, a ljudi koji dočekuju učesnike, ne (ili obrnuto), da posao nije urađen kako treba.

To ima odraza na čitav događaj i smanjuje mogućnost da će se neko

opet odlučiti da rizikuje sa istim dobavljačima.

Svi učesnici u anketi slažu se da osoblje u direktnom kontaktu sa učes­nicima može i da popravi i po­kvari situaciju, iako većina ističe pozitivan uticaj koje osoblje može da ima na događaj.

Ljubazno osoblje, kako ističu učes­ nici ankete, često učini da se oni osećaju prijatnije na mestima na kojima nisu bili zadovoljni ambijen­ tom ili sadržajem događaja. „Osmeh, ljubaznost, profesionalan odnos može da popravi mnoge ne­ predviđene situacije (npr. iznenadni nestanak struje, pad interneta).

Isto tako i kada je sve besprekorno organizovano, neljubazan konobar ili, recepcioner mogu pokvariti opšti utisak.”

#seebtm #kongresniturizam #seemice

i s t r a ž i v a n j e

Miona Milić

SEE Business Travel & Meetings magazine · septembar 2016

43

research

Courtesy the Most Important Characteristic

Front Desk and F&B Sector Crucial for the Success of the Event In the second half of 2016 SEEbtm

magazine has, among the event planners and representatives of hotels, facilities and agencies from the region of Southeast Europe, conducted a sur­vey on the impor­ tance of emplo­yees who are in a direct contact with the partici­ pants, for the success of the event.

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SEE Business Travel & Meetings magazine · September 2016

In the conducted survey, event pro­fessionals almost unanimously agree that the Front desk and the F&B sector in the hotel are the most important for the organization of the event, because of the direct con­tact they have with the guests/ participants.

The importance of the Front desk and the waiters, as well as of the kitchen, was emphasized to the highest degree.

Fewer survey participants, but still in a si­gnificant percentage (26%), ranked the mana­gement at the first place of importance for success

of an – i.e. general management, sales management and event ma­ nagement (chart 1).

According to the survey, however,

the content of the event itself has a great impact on the final impression of the participants.

In fact, 70.8% of respondents shall consider re-going to the same event even if they did not like the attitude and the treatment they had, but the content was neverthe­ less satisfactory.

#seebtm #kongresniturizam #seemice

r e s e a r c h

However, it is not a small percenta­ ge of participants (25% will not rego), which will harm the organizers due to the unsatisfactory treatment they had onsite (chart 2).

When asked how they find impor­ tant the attitude of receptionists,

SEE Business Travel & Meetings magazine · September 2016

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r e s e a r c h

waiters and other employees who are in direct contact with the event participants for the success of the event itself, 62.5% of respondents ranked the foregoing with the gre­atest importance, while 33.3% ranked it just below the highest importance (chart 3).

Accordingly, we can safely make a conclusion on a level to which the event organizers considered essential the behavior of employees towards guests / participants.

If the hosts appear to be hospita­ ble, helpful, attentive and relaxed, experiences are always positive,

according to information obtained from the survey participants. Some examples of the positive staff con­ tributions are those at the events where a large number of people

46

meets for the first time, where the kind and relaxed staff contributed to a more relaxed and pleasant atmosphere, as well as those in­ stances when guests return for the kindness of the waiters and the like.

Although most of the respondents state that those were mainly the positive experiences, there always appear the negative ones as well.

As an example, ignorance of the ag­reed conditions, delay in implemen­tation of the agreement, disinteres­ted approach to a client.

There we­re also cases when the communica­tion in the chain was

not a good one, having resulted in a transfer of mis­information or lack of transfer of changes - which caused a client to get an impression of inse­ curity and lack of organization.

SEE Business Travel & Meetings magazine · September 2016

According to the information pro­ vided by the survey participants, there were also the examples when the restaurant manager rudely re­­fused to take the order because it was not his job, or when guests do not return simply because of the bad food.

Hotels and venues are an integral part of every event, therefore, it is important to consider and under­ stand this mat­ter from their point of view.

Namely, as stated by hotels, when the organization or the agency that communicates with the hotel about a specific event does not agree on all details in advance, but requests the changes on the site that can’t be quickly provided (i.e. the whole setting of the hall or technical equ­ ipment which was not scheduled) or when it requires extra services not envisaged or those services it doesn’t want to pay additionally, in such a case the hotel has to refuse such service to guests or make changes at the last minute which participants perceived as poor or­ ganization of the hotel, and not the one who negotiated the services.

Another bad example referred to is the one when a person that orders service announces the event for a significantly lower number of per­ sons in comparison to those who appear to the event.

Then the participants make a con­ clusion that the hotel has not pre­ pared enough food, which results in a bad image of the hotel.

In any case, a detailed planning in due time is the matter of importan­ ce to be dealt with by every event organizer, in order to forestall any potential flaws or omissions.

Does the staff in direct contact with the participants can “fix” a situation? Or even to “spoil” it?

re­spondents highlights the positive impact that the staff can have on the event.

Kind staff, as pointed out by the sur­ vey participants, often make them feel more comfortable in places where they were not sa­tisfied with the ambience or the content of the event.

“A smile, courtesy, professional atti­ tude can improve many unforeseen situations (eg. sudden power failu­ re, Internet drop). Likewise, when everything is impeccably organized, a rude waiter or receptionist can spoil the general impression.”

Miona Milic

ICCA statistika 2015

Hrvatska među zemljama, a Beograd među gradovima prvi u regionu Prema ICCA statističkom izveštaju za 2015. godinu, koja se koristi za rangiranje zemalja i gradova u kongresnoj industriji, na svetskom nivou, Hrvatska je zauzela 41. me­ sto sa održanih 96 međunarodnih kongresa.

Prošle godine se nalazila na po­ ziciji iznad, ali sa manjim brojem održanih događaja (81), što navodi na zaključak da je ove godine bila veća konkurencija što se tiče broja održanih događaja, što je jedan od kriterijuma za rangiranje. Drugi kriterijum za rangiranje na ICCA listi jeste i broj učesnika na tim doga­ đajima. Što se tiče broja održanih kongresa u gradovima Hrvatske, u Zagrebu je održan 41 međunarodni

kongres (64. mesto na listi), Dubrov­ nik je bio mesto u kom se održalo 25 kongresa (109. mesto).

Split i Opatija su bili mesto održava­ nja znatno manjeg broja sastanaka, pa su tako zauzeli 230. i 301. mesto.

Za razliku od prošle godine kada se nalazila na 45. mestu sa 68 održanih kongresa, ove godine Rumunija se nalazi na 44. mestu ( 77 odr­ žanih kongresa), dok se Bukurešt našao na 55. mestu sa 47 održanih kongresa.

Slovenija je za razliku od prošle godine (49. mesto, 47 održanih kongresa) napredovala na listi, pa je u njoj održano ukupno 65 međuna­ rodnih kongresa, čime je zauzela 46.

mesto na listi. U Ljubljani je održan 41 međunarodni kongres, zahvalju­ jući čemu je zauzela 64. mesto, dok su se Bled i Portorož našli na 222. i 373. mestu.

industrija

If the managers do their jobs well, and the staff who welcome the participants don’t (or vice versa), the fact is that the job is not done properly. This will have an impact on the entire event and it reduces the possibility that someone will again decide to take a risk with the same supplier.

All participants in the survey agree that staff in direct contact with the participants can fix or spoil the situation, although most of the

#seebtm #kongresniturizam #seemice

r e s e a r c h

Kada govorimo o Srbiji ona je zauzela 47. mesto sa 64 održana međunarodna kongresa, dok se Beograd našao na 52. mestu sa 52 održana međunarodna kongresa, što je neznatna razlika u odnosu na prošlu godinu kada je Srbija bila na 46. mestu a Beograd na 50. mestu.

Pored Beograda, na listi se našao i Novi Sad koji je zauzeo 301. mesto sa 7 održanih kongresa.

U BiH je održano 12 međunarod­ nih kongresa, čime se našla na 82.

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ICCA statistika 2015 mestu, a Sarajevo se nalazi na 276. mestu sa 8 održanih sastanaka.

Bugarska se na ICCA listi našla na 61. mestu sa 32 održana kongresa, dok je njen glavni grad Sofija zauzeo

132. mesto sa 19 održanih kongresa.

Makedonija je zauzela 91. mesto sa održanih 8 kongresa, dok se Skoplje našlo na 373. mestu sa 5 održanih sastanaka.

Crna Gora se našla na 98. mestu prema broju održanih kongresa (6), dok se Budva nalazi na 373. mestu.

Mirjana Jokić

ICCA Statistics 2015

Croatia among Countries, Belgrade among the Cities are the First in the Region According to ICCA statistic report for 2015, which is used for ranking countries and cities in meeting in­ du­stry, on worldwide level, Croatia, was ranked as 41st with 96 internati­ onal congresses held. Last year was in the position above, but with a smal­ler number of held events (81), suggesting that this year was the in­ creased competition as regards held events, which is one of the criteria for ranking. Other criteria for ran­ king in the ICCA list is the number of participants in these events. As for the number of congresses held in Croatian cities, 41 international con­ gresses were held in Zagreb (64th on the list), Dubrovnik was the place of 25 congresses held (109th position).

Split and Opatija were the cities of significantly less number of meetin­ gs, and thus those cities took 230th and 301st position, respectively.

Country

48

World Rank

Unlike last year when it took 45th place with 68 congresses held, this year Romania took 44th place (77 held congresses), while Bucharest was ranked on 55th place with 47 held congresses.

Slovenia is a country in which a total number of 65 international con­ gresses were held, and thus it was ranked as 46th on the list. Last year Slovenia was ranked at 49th position with 47 held congresses, which is a notable shift when we talk about held congres­ses. Ljublja­na welco­ med 41 international con­gres­ses, and, therefore, it took 64th po­si­tion, while Bled and Portoroz found themselves on 222nd and 373rd posi­ tion, respectively.

When we talk about Serbia, it took 47th position with 64 international congresses held, while Belgrade was on 52nd place with 52 international

congresses held, which is a slight dif­ ference compared to last year when Serbia was on 46th place, and Belgra­ de on 50th. In addition to Belgrade, Novi Sad is also included in the list on 301st place with 7 co­n­gresses held. 12 international congresses were held in BiH, which gave it the 82nd position, while Sarajevo took 276th position with 8 meetings.

On ICCA Statistics list Bulgaria took the 61st place with 32 held congres­ ses, while Sofia took 132nd place with 19 held congresses.

Macedonia took 91st place on the list, while Skopje was the place whe­ re were held 5 congresses and it took 373rd place.

Montenegro was on the 98th position according to the number of congresses held (6), while Budva occupied 373rd position.

Mirjana Jokic

No of held congresses

City

World Rank

No of held congresses

52nd

52 47 41 41 25 19 11 10 8 7 7 5 5

1. Croatia

41st

96

Belgrade Bucharest

55th

2. Romania

44th

77

Zagreb

64th

3. Slovenia

46th

65

Ljubljana

64th

Dubrovnik

109th

4. Serbia

47th

64

Sofia

132nd

Bled

222nd

Split

230th

Sarajevo

276th

Opatija

301st

Novi Sad

301st

Portoroz

373rd

Skopje

373rd

5. Bulgaria

st

61

32

6. BiH

82nd

12

7. Macedonia

st

91

8

8. Montenegro

98th

6

SEE Business Travel & Meetings magazine · September 2016

A r i s t o s

hotel

H o t e l

Poslovni hotel za događanja u Zagrebu Hotel Aristos je hotel 4 zvjezdice, smješten u Novom Zagrebu, udaljen nekoliko minuta vožnje od zračne luke i centra grada.

događanja, gostima je na raspola­ ganju moderan kongresno banketni centar s recepcijom, sedam multi­ funkcionalnih dvorana i apartmani za sastanke.

Uz kvalitetan boravak u 150 com­ fort i deluxe soba, hotel nudi pravi gastronomski doživljaj, organiza­ ciju raznih događanja, opuštajuću Wellness & Spa oazu i moderan kongresni centar.

Visoka razina opremljenosti kon­ gre­snog centra i multifunkcional­ nost prostora omogućuju njegovu pri­lagodbu u skladu sa različitim zahtje­vima klijenata.

Hotel Aristos s ugodnim ambijen­ tom i profesionalnim pristupom omogućava ugodan boravak i ola­­k­­šava organizaciju poslovnih do­ gađanja te pruža vrhunsku uslugu.

Za potrebe organizacije raznih

Restoran Tiara je pravo mjesto za ručkove i večere te druženja uz bogatu gastronomsku ponudu jela nacionalne i internacionalne kuhi­ nje, dok bar hotela i ljetna terasa idealna su oaza za predah uz bogatu

ponudu pića, ukusnih zalogaja i vr­ hunskih slastica.

Prave opuštajuće trenutke gosti mo­ gu pronaći u Wellness & Spa centru Aristos gdje mogu uživati u relax i spa zoni uz ponudu bio, infracrvene, parne saune i hidromasažne kupelji.

Wellness centar svakodnevno nudi velik izbor terapijskih i wellness masaža te vrhunske tretmane njege lica i tijela. www.hotel-aristos.hr

Hotel Aristos Za sve koji žele posjetiti Zagreb, mogu odabrati odmor za dvoje i obitelj po posebnim cijenama uz City break, vikend i obiteljske pakete.

SEE Business Travel & Meetings magazine · septembar 2016

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hotel

H o t e l

A r i s t o s

Business Hotel for Events in Zagreb Four star Aristos Hotel is located in New Zagreb, only a few minu­ tes drive from Zagreb Airport, to City Center and with easy access to Highway. Hotel Aristos has all the comforts of a standard luxury property. Hotel offers pleasant stay in 150 deluxe and comfort rooms with free usage of gym, business center, complimentary outdoor parking and hotel garage.

Guests can experience gourmet dining, a Wellness & Spa centre, a cutting edge conference facility and top quality services.

The hotel’s conference facilities include a congress reception, a ple­ nary hall for large events up to 350

seats as well as seven multifunction meeting rooms ideal for workshops and trainings. Summer terrace can be a great venue for cocktails, welcome drinks or other gatherings.

The state of the art technology and the flexibility of the space gives a opportunity that space can be adapted in line with various requi­ rements and settings.

Restaurant Tiara is a right choice for lunch or dinner with national and international dishes and hotel bar with summer terrace can be ideal place to take a break during the day with wide selection of dri­ nks, hot and cold beverages, fruit

salads, snacks and sandwiches and excellent pastries.

Relaxing moments can be found in Aristos Wellness & Spa center whe­re guests can experience spa zone with bio, infrared, steam, hydromassa­ge or choose some of the inte­grated beauty programs, exclu­sive professional face and body care treatments.

Unique massages and wellness rituals will provide a feeling of being genuinely relaxed, revitalized, and comfortable; and bring body and soul into balance. www.hotel-aristos.hr

Hotel Aristos Do not miss special city break, weekend and family packages.

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SEE Business Travel & Meetings magazine · September 2016

edukacija Institut za inovacije u Zagrebu

Prokletstvo uspeha – Zašto kompanije propadaju?

Napredak kompanije je predivna stvar. Start-up društva cvetaju, već osnovana preduzeća se šire na nova tržišta i razvijaju nove proizvode, dok velike korporacije ostvaruju značajan uticaj na regionalnom ili globalnom nivou, radeći ono što najbolje rade. Postoji samo jedan problem.

Ostvarujući rast i uspeh, kompanije i menadžeri često uvode brojne po­ litike i traže nove načine za sticanje profita; fokus se pomera na interne poslove, kompanija gubi kontakt sa kupcima i, najednom, tržište počinje da se smanjuje. Trenutak u kom kompanija „zaboravi“ na kupca je onaj trenutak u kom mora da re­definiše strategiju i prebaci fokus.

Kako to kompanije „zaboravljaju“ na kupce?

Pa, isto kao što zaboravljaju na nji­ hove „prve linije“ (ljude koji su prvi u kontaktu sa kupcima) ili obrazova­­ nje. Prate ostale, pažnja im je us­ merena samo na podatke dobije­ne istraživanjem tržišta i veruju da su sve već shvatili, budući da rastu i da su uspešni (trenutno). „Prokletstvo uspeha“ je razlog zbog kog kompanije propadaju, iznova i iznova. Što je više neko društvo us­ pešno, jača je samouverenost i po­ većava se mogućnost od neuspeha, jer prestaju da preispituju i redefini­ šu stvari. Razvoj ljudskog kapitala

postaje mašinerija ekonomičnosti a ino­vacija postaje slučajan događaj izazvan srećom. „Prve linije“ su tačke interakcije kom­panije sa kupcima tokom njiho­ vog potrošačkog iskustva. Kompa­ nije često smatraju da su im „prve linije“ roba, a zapravo bi to trebalo da budu ono što vas izdvaja, dono­ seći takozvanu dodatnu vrednost svakom kupcu. Potpuno je ista situ­ acija i sa obrazovanjem. Kompanije ga neretko doživljavaju kao „nužno zlo“ i troškarenje, a zapravo nam nudi stalnu mogućnost da preispitujemo svet oko sebe i iznalazimo nove prilike.

srećnog, lojalnog kupca ili menadže­ ra koji će redefinisati vaše poslova­ nje ili uvesti inovacije. Ukoliko to ne radite, možete se susresti sa nega­ tivnim percepcijama, nezadovoljnim kupcima i zaposlenima koji zanema­ ruju promene, rast i nove mogućno­ sti. Bilo kako bilo, ako ih ignorišete, verovatno ste već potpali pod čari „prokletstva uspeha“. Čari koje čine da velike i male kompanije nesta­ nu, i od imućnih prave siromašne.

Srećom, postoji lek. Potražite ga na www.innovation-institute.eu.

„Prve linije“ i obra­ zovanje su umnogo­ me slični. U njih se mora ulagati, kako bi se potencijalno ostvarila korist od

SEE Business Travel & Meetings magazine · septembar 2016

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education Innovation Institute in Zagreb

Curse of Success – The Reason Companies Fail Company growth is a wonderful thing. Start-ups developing on a huge scale, established companies penetrating new markets and developing new products while large corporations create significant regional or global impact with what they do best. There is one problem.

While facing growth and achieving success, companies and managers often introduce more policies, more new ways and means of extracting profits, focus becomes internal, the company loses touch with its customers and suddenly they are faced with markets decreasing.

The moment companies start to “forget” their customers is when they should redefine their strategy and shift focus. How do companies “forget” about their customers?

Well, for the same reasons they forget about their “first-lines” or education. They follow others, lo­ok only at data from their market research and believe they have eve­rything figured out because they are growing and are successful (at the moment). “Curse of success” is the reason why companies fail over and over again. The more a company is successful, greater the confidence and greater the prob­ ability of failure because they stop questioning and redefining every­

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thing, human capital development becomes a cost-efficiency machine and innovation becomes a random event caused by luck.

“First-lines” are companies` inter­ a­c­tion points with the customer throughout their customer j­ourney.

Companies often perceive “firstlines” as commodities, where th­ey should actually be one of the differ­ entiation points bringing that added value for every customer.

It is exactly the same with educati­ on. Companies often perce­ ive it as a “necessary evil” and a commodity, where actually it offers a continu­ ous possibility to question the world around and look for new opportunities.

“First-lines” and education are similar. You have to in­ vest in them constantly to potential­ly achieve future bene­fits from a happy, lo­yal customer or manager

SEE Business Travel & Meetings magazine · September 2016

that will redefine your business or create innovation.

If you don`t, you`re potentially fac­ ing negative perception, unsatisfied customers and employees ignoring change, growth and new opportu­ nities. Either way, if you ignore them, you`re probably influenced by the magic spell called “curse of s­uccess”. One that makes both big and small companies disappear and rich people poor. Good thing there`s a cure. Look it up at www.innovation-institute.eu.

SEE Business Travel & Meetings magazine | februar 2016

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intervju

Marija Labović, direktorka Turističke organizacije Srbije

Razvijanje poverenja sa klijentima ključ uspeha Srbije kao kongresne destinacije

Na koji način TOS pristupa pro­ movisanju Srbije kao kongresne destinacije?

Sledeće godine će biti 10 go­dina intenzivnog ulaganja TOS u pro­ movisanje Srbije kao kongresne destinacije i to kroz funkcionisanje posebnog sektora Kongresni Biro Srbije (Biro).

Glavni zadaci Biroa se odnose na implementaciju sistema proaktivnog menadžmenta destinacije i prodaje na međunarodnom kong­resnom tržištu. Biro aktivno sarađuje sa partnerima u Srbiji (hoteli, prostori, PCO, DMC), ali i sa klijentima na međunarodnom tržištu.

Koja su glavna kongresna trži­ šta na kojima TOS i Biro nastu­ paju?

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Atkivnosti su fokusirane na isključivo međunarod­ na tržišta asocijacija i korporacija, imajući u vidu način funk­ cionisanja globalne kongresne industrije. Kada govorimo o asocijacijama Biro kroz Program asocijacija i Program kon­ gresnih ambasadora okuplja naše najistaknutije doktore, profesore, stručnjake u procesu i zajednički pristupaju procesu kandidovanja za međunarodne događaje. Imajući u vidu da je Srbija i dalje nova kongresna destinacija, ključ uspeha je razvijanje dugoročnih odnosa i međusobnog poverenja sa međuna­ rodnim klijentima.

Zašto su međunarodni kongresi važni za destinaciju?

Svaki međunarodni kongres kreira značajne finansijske efekte po desti­ naciju. Po procenama, međunarod­ ni kongres od oko 1.000 delegata

SEE Business Travel & Meetings magazine · septembar 2016

Neophodno je otkloniti infrastrukturna ograničenja i nedostatke, ali i unaprediti sistem menadžmenta. kreira priliv od oko 1 milion evra za destinaciju.

Svakako, TOS u proces kandidovanja ulaže neka sredstva, ali ona su u poređenju sa ostvarenim efektima veoma skromna.

Takođe, organizacijom međunaro­ dnog kongresa Srbija u toj godini postaje centar Evrope ili sveta u da­toj delatnosti.

Na taj način se pozicionira kao lider u znanju i stručnosti, postaje mesto sastajanja vrhunskih stručnjaka, me­ sto predstavljanja domaće eksper­ tize. Odnosno, jasno je da kongresi predstavljaju jednu od platformi društva baziranog na znanju.

Na koji način se klijenti odlučuju za destinaciju?

Kongresni gosti se, zbog svojih po­treba, motiva putovanja i načina odlu­čivanja, razlikuju od segmenta odmo­rišnog turizma. Neophodno je istaći da se međunarodni klijent do­ minantno okreće destinacijama koje moraju da imaju dobre kongresne i hotelske kapa­citete (4* ili 5*).

Avio dostupnost je nešto što Srbiji ide u prilog, razvojem i ekspanzi­ jom nacionalnog avio prevoznika.

Ali ono što destinaciju deklariše „dru­gačijom“ i „interesantnijom“ se odnosi na kreiranje jedinstvenog doživljaja.

Prva se odnosi na nastup na sajmu IMEX u Frankfurtu. Ove godine Sr­bija je prošla zaista zapaženo, imali smo fantastičan štand, pri čemu su partneri iz industrije na sebe preuzeli pojedine elemente organizo­vanja štanda. Ovo dokazuje i činjenica da je bilo realizovano preko 250 sastanaka sa stranim organizatorima kongresa.

Drugi je svakako proces ist­icanja kandidature, i ove godine je rea­ lizovano ili je u procesu ukupno 30 kandidatura. Do kraja godine očekujemo i rezultate.

U eri savremenog načina života, kon­cept boravka u neurbanom ok­ruženju, kombinaciji tradicije i kulture, domaće i organske hrane, okružen dobrim domaćinima je nešto što destinaciju može da izdvoji od ostalih. Dobre destinacije rade na kvalitetu usluge i kvalitetu komunikacije iskustva finalnom klijentu.

I treći pravac se odnosi na orga­ nizovanje studijskih putovanja za strane organizatore kongresa i poslovnih putovanja. Ovo je jako bitna stvar, jer su se konačno stekli uslovi da kroz jaču saradnju TOS i privatnog sektora strane klijente dovedemo da se uvere u kvalitet proizvoda.

Na koje kongresne aktivnosti je TOS fokusiran ove godine?

Da li ima prostora za dalje nap­ redovanje kongresnog turizma u Srbiji?

Po procenama, međunarodni kongres od oko 1.000 delegata kreira priliv od oko 1 milion evra za destinaciju.

Već nekoliko godina za redom Srbija je u top 50 destinacija na svetu (ICCA), ali za dalje napredovanje, pre svega u smislu povećanja broja velikih događaja koji se organizuju u Srbiji neophodno je unaprediti kongresnu infrastrukturu i rešava­nje pitanja Sava Centra.

Neophodno je otkloniti infrastruk­ turna ograničenja i nedostatke, ali i unaprediti sistem menadžmenta.

TOS će nastaviti da proaktivno radi na privlačenju međunarodnih kongresa, i u narednom periodu nas očekuje pre svega organizovanje no­ vog Dana kongresnih ambasadora, kao i pripreme za narednu kongre­ snu sezonu.

#seebtm #kongresniturizam #seemice

i n t e r v j u

Mirjana Jokić

SEE Business Travel & Meetings magazine · septembar 2016

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interview

Marija Labovic, Managing Director of National Tourism Organisation of Serbia

Managing Customer Relations as a Key to Success of Serbia as a Meeting Destination What are the major congress markets for NTOS and the Bureau?

How is NTOS approaching to the promotion of Serbia as a meeting destination?

Next year it will be 10 years of the intensive investment of NTOS in promotion Serbia as a congress destination, especially through the operations of the separate sector Serbia Convention Bureau.

Bureaus major tasks are focuses on the implementation of the proacti­ ve destination management and sa­les on international meetings market.

Bureau is actively cooperating with Partners in Serbia (hotels, venues, PCOs, DMCs), as well as with inter­ national clients.

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Activities are exclusively focused on international association and corporate markets.

When we are speaking about as­so­ciations, Bureau through the Association Program and Congress Ambassadors Program is gathering our most recognized experts and to­gether with them initiates the bid­ding process for international events.

Having in mind that Serbia is still seen as a new convention destina­ tion, key to success is development of the long-lasting relations and mu­ tual trust with international clients.

Why are international meetings important for a destination?

Every international event created important financial benefits for a

SEE Business Travel & Meetings magazine · September 2016

It is necessary to solve infrastructu­re limits and to improve manage­ment system. destination. It is estimated that in­ ternational event of 1.000 delega­ tes generates income of around 1 million euros for a destination.

Of course, NTOS during the bidding process is investing certain financial resources, but in comparison to the reached effects, these resources are very modest.

In addition, in the year of organiza­ tion of international congresses, Serbia becomes the center of Eu­ rope or world in given field.

On that way, Serbia is positioning as a leader in knowledge and ex­per­tise, becomes meeting point of world top experts, and place of de­mon­st­ra­ting domestic expertise.

Or to say, congresses are one of the platforms for reaching knowledge based society.

How are client deciding on destination?

What congress activities is NTOS focusing on in this year?

Congress guests are different in the­ir needs, motives for traveling and decision making process from the leisure segment. It is necessary to note that international clients are looking for destination with sig­ nificant congress infrastructure and hotel capacities (4* or 5*).

Air con­nectivity is something that goes in favor of Serbia, having in mi­nd development and expansion of our national air carrier. But what makes destination “different” and “extraordinary” are unique experi­ ences.

First is participation at IMEX Fra­nk­furt. This year presentation of Serbia passed indeed great, we had fantastic stand, while our industry Partners took over some activities as well. The fact that over 250 individual appointments with meeting planner has been organi­ zed, certainly proof the fact of great stand presentation.

In the new era of modern lifestyle, concept of staying at non-urban en­vironment, combination of tradi­ tion and culture, local and organic food, hospitality of local people are something that can make a destina­ tion to stand out from others. Good destinations are focused on service quality and on quality experience communication towards the final client.

And third is organization of FAM trips for international meeting plan­ ners. This is very important since conditions are finally set, through the stronger cooperation within NTOS and private sector, to bring international clients to experience the quality of products.

Second is bidding process, and already in this year 30 bids are in process or have been completed.

Until the end of the year we are expecting results.

What are possibilities for furt­ her development of Serbia as a congress destination?

It is estimated that in­ternational event of 1.000 delegates generates income of around 1 million euros for a destination.

Several years now Serbia is in the top 50 countries in the world (ICCA), but for further results, like increa­ sing the number of large eve­nts in Serbia, it is necessary to improve congress infrastructure and to solve issue of Sava Center.

It is necessary to solve infrastructu­ re limits and to improve manage­ ment system.

#seebtm #kongresniturizam #seemice

i n t e r v i e w

NTOS continues the proactive work in attracting international events, and in the next period we are lo­ oking forward to the organization of new Congress Ambassador Day, as well as to preparations for next congress season.

Mirjana Jokic

SEE Business Travel & Meetings magazine · September 2016

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industrija

Investicije u hotelsku infrastrukturu

Novootvoreni hoteli u Srbiji, Hrvatskoj, Crnoj Gori i Makedoniji Otvaranje hotela u regionu jugoistočne Evrope obe­ ležilo je 2015. i 2016 godinu. Hoteli koji su otvoreni za­­ dovoljavaju potrebe leisure turista, ali, prema selekci­ ji portala www.kongresniturizam.com, zadovoljava­­ju i potrebe organizatora događaja takođe.

O hotelima koji su otvoreni u ovom periodu, i čije je ot­va­ranje planirano za 2016. godinu, kao i o kapaci­te­ ti­ma kojima raspolažu možete saznati više u na­stavku teksta.

Kada govorimo o otvaranju novih hotela u Srbiji, najveći broj hotela otvoren je u Beogradu.

Tako je ponuda hotela kategorije 4 zvezdice obogaćena otvaranjem Hotela Envoy koji raspolaže sa 49 soba i 6 sala, gde je najveća sala kapaciteta 160 mesta u bioskopskoj postavci.

Zatim, tu je i hotel Courtyard Bel­ grade City Center iz Marriott lanca koji raspolaže kapacitetom 112 soba i 2 apartmana, kao i sa jednom konferencijskom salom kapaciteta od 45 osoba u bisokopskoj postavci.

Hotel Heritage je još jedan novo­ otvoreni hotel čije kapacitete čine 39 soba i apartmana, 2 konferen­ cijske sale, kao i restoran Afeliu koji može biti preuređen za razne potre­ be klijenata, seminare, bankete ili prijeme kapaciteta do 55 mesta.

Pored otvaranja hotela sa 4 zvezdice u Beogradu je otvoren i Hotel Holi­ day Inn Express kategorije 3 zvezdi­ ce, koji raspolaže sa 123 sobe i sa 2 višefunkcionalne sale za sastanke, čiji je najveći kapacitet do 70 osoba u bioskopskoj postavci.

Takođe, ponudu Beograda će dopu­ niti i Hotel SAINT Ten čije je otva­ ranje planirano za oktobar 2016. godine, sa 54 sobe i apartmana kao i sa 5 sala za sastanke. Što se tiče novootvorenih hotela van Beograda, u Aleksincu je otvo­ ren Bosphorus Hotel koji gostima i organizatorima događaja nudi 60 soba i 2 konferencijske sale, kapa­ citeta do 200 mesta u bioskopskoj postavci.

U Nišu će tokom ove godine biti otvorena dva hotela. Tačnije, po­ četkom avgusta je počeo sa radom New City Hotel (nekadašnji Grand Hotel Niš), ali i Hotel Constantinus Palace.

Na Zlatiboru će do kraja godine biti otvoren Hotel Tornik sa 5 zvezdi­ ca, koji će imati hotelsku zgradu i depandans.

Na raspolaganju će biti 360 soba i apartmana od kojih će 130 biti u glavnom delu hotela, a preostalih 230 u zgradi depandansa.

Kada govorimo o kongresnim kapa­ citetima činiće ih kongresni centar

Hotel Envoy

Hotel Heritage

Hotel SAINT Ten

SEE Business Travel & Meetings magazine · septembar 2016

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Bosphorus Hotel

New City Hotel

Hotel Tornik

Sheraton Dubrovnik Riviera Hotel

Crvena Luka Hotel & Resort na 1.000 m2 u zgradi depandansa, kao i 4 sale u glavnom delu hotela.

Pored Zlatibora i Kopaonik je postao mesto još jednog novog manjeg hotela – Gray Hotela, koji raspolaže sa smeštajnim kapacitetom od 17 soba/apartmana.

Kongresna ponuda Hrvatske je proširena otvaranjem Sheraton Dubrovnik Riviera Hotela (5*) koji posluje u okviru HUP-a Zagreb, a nalazi se u Mlinima, ali i otvaranjem D-Resorta (4*) u Šibeniku.

Sheraton Dubrovnik Riviera Hotel raspolaže sa 251 sobom i apartma­ nom, a za organizaciju događaja na raspolaganju je 5 konferencijskih sala, od kojih najveća ima kapacitet od 900 mesta.

Gostima i organizatorima događaja D-Resort u Šibeniku nudi 72 sobe i apartmana, i jednu salu kapaciteta do 160 osoba u teatar postavci, koja se može podeliti na tri manje sale.

U maju 2016. godine nakon kom­ pletnog renoviranja, i otvaranja do­

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Hotel Constantinus Palace

D-Resort datnih spratova, počeo je sa radom Solaris Hotel Jure (4*) u Šibeniku.

Nakon završenih radova, hotel raspolaže sa 384 sobe i apartmana, kao i sa brojnim dodatnim sadrža­ jima, među kojima je i Wellness & Spa centar.

Pored ova tri objekta, otvoren je i Crvena Luka Hotel & Resort****koji se nalazi u Biogradu na Moru, a koji raspolaže sa 166 soba, od kojih je 46 apartmana, i sa 2 konferencijske sale, kapaciteta do 258 osoba.

Ponuda Crne Gore je takođe obo­ gaćena otvaranjem nekoliko hotela na različitim destinacijama, u Budvi, Podgorici, Tivtu, Igalu i Sutomoru.

U Budvi je otvoren Hotel Budva 4*, koji se nalazi u centru grada na samom šetalištu, a koji raspolaže sa 80 soba, od kojih su 3 apartma­ na. Za organizaciju događaja Hotel Budva će imati 3 sale za sastanke, kao i 1 board room, čije je otvaranje planirano za oktobar 2016. godine.

SEE Business Travel & Meetings magazine · septembar 2016

Solaris Hotel Jure Hotel Moskva je novootvoreni hotel u Budvi, kategorije 4* koji je sa radom počeo u julu 2016. godine i raspolaže sa 38 soba i 2 apartmana.

Podgorica će u 2016. godini postati bogatija za čak 3 hotelska objekta.

Krajem avgusta, otvoren je Verde Complex (Hotel & Wellness), kate­ gorisan sa 4****+. Complex raspo­ laže sa 81 smeštajnom jedinicom i sa 3 konferencijske sale u kojima se mogu organizovati različite vrste događaja. Kapacitet najveće sale je 254 osobe u teatar postavci.

Pored otvorenog Verde Complexa, u Podogrici će od oktobra biti otvoren i Hotel Hilton koji će imati 180 soba i apartmana i 5 konferen­ cijskih sala.

U okviru Capital Plaza Centra biće otvoren „CentreVille Hotel”, koji će biti treći hotel koji će ove godine biti otvoren u Podgorici. Hotel će imati 122 sobe i apartmana, kao i 3 konferencijske sale i veliku banket salu. U skolpu Capital Plaza Centra biće otvoren i Hard Rock Cafe, kao i

Verde Complex

Hotel Palma

Hotel Palmon Bay & Spa

Sato Hotel Conference & Spa Resort

Skopje Marriott Hotel

Hotel Izgrev, Spa & AquaPark fitnes centar, SPA i salon lepote.

Takođe, u primorskom gradu Tivat, u kome se nalazi i aerodrom, Hotel Palma je u potpunosti renoviran i počeo je sa radom od jula ove godine. Nakon renoviranja smeštaj­ nih, konferencijskih i restoranskih kapaciteta i izgradnje wellness cen­ tra Hotel Palma je savremeni hotel kategorije 4*, koji raspolaže sa 116 soba i sa 2 sale.

U Igalu je tokom 2015. godine otvoren Hotel Palmon Bay & Spa, čiji su smeštajni kapaciteti povećani tokom 2016. godine, tako da hotel nakon renoviranja raspolaže sa 202 sobe i apartmana, i sa 4 konferen­ cijske sale, sa najvećim kapacitetom do 100 mesta u teatar postavci.

Sato Hotel Conference & Spa Resort kategorije 4* (nekadašnji Hotel Nikšić) u Sutomoru, nakon renoviranja raspolaže sa 115 soba i apartmana kao i sa 2 konferencij­ ske sale. Najveći kapacitet konfe­ rencijske sale je 400 mesta u teatar postavci.

Da je Makedonija sa svojom pre­ stonicom Skopljem, atraktivna tu­ristička ali i kongresna destinaci­ ja govori otvaranje prvog hotela međunarodnog hotelskog lanca Marriott pod nazivom Skopje Mar­riott Hotel.

Hotel raspolaže sa 164 sobe i apart­ mana, uključujući i luksuzni predse­ dnički apartman.

Konferencijske kapacitete hotela čini 9 konferencijskih sala sa maksi­ malnim kapacitetom do 600 osoba.

Na popularnom Ohridu, otvoren je Hotel Izgrev, Spa & AquaPark kate­ gorije 5*, a u čijem se sastavu nalazi 207 soba i apartmana kao i kongre­ sni centar površine 1.250 m2.

Hotel Hills, Congress & Thermal Spa Resort

Bosna i Hercegovina, tačnije reče­ no, grad Sarajevo je svoju hotelsku ponudu obogatio otvaranjem Hotela Hills, Congress & Thermal Spa Resort, 5* koji raspolaže sa 260 soba i apartmana. U sklopu hotela se nalazi i višenamenski kongresni centar sa salama kapaciteta 1.500, 180, 150 i 100 mesta.

U neposrednoj blizini Sarajeva, na Trebeviću je početkom godine otvoren Pino Nature Hotel koji gostima nudi 24 sobe i apartmana, konferencijskom salom kapaciteta do 120 mesta u teatar postavci, koja se može podeliti na dva manja dela.

Mirjana Jokić

Portal www.kongresniturizam.com je specijalizovan za pronalaže­ nje hotela, prostora, usluga i organizaciju svih vrsta događaja.

Tim Kongresnog turizma, koji ove godine slavi 10 godina rada, stoji na raspolaganju na office@kongresniturizam.com za sve dodatne informacije, kao i pomoć pri planiranju i realizaciji događaja.

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industry

Investments in Hotel Infrastructure

New Hotels Open in Serbia, Croatia, Montenegro and Macedonia The opening of hotels in the Southeast Europe re­ gion marked 2015 and 2016.

These new hotels meet the needs of leisure tourists and – according to www.SEEmice.com – the needs of event planners, too.

You can find out more about the hotels opened in this period – as well as about their capacities – in the following paragraphs.

When it comes to the opening of new hotels in Serbia, the largest number of hotels has opened in Belgrade.

Hotel Envoy

The four-star hotel offer was expanded by the opening of the Envoy Hotel, which has 49 rooms and 6 conference rooms, with the biggest room boasts 160 seats in a cinema-style setting.

Hotel Heritage

There is also the Courtyard Belgra­de City Center hotel from the Marriott chain, which has a capacity of 112 rooms and 2 suites, as well as one conference hall with a capaci­ty of 45 people in a cinema-style setting.

The Heritage Hotel is another new­ly opened hotel whose capacities con­ sist of 39 rooms and suites, 2 confe­ rence rooms, as well as the Afeliu re­staurant, which can be con­verted for a variety of customer needs – seminars, banquets, or receptions with up to 55 available se­ats.

Hotel SAINT Ten

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In addition to the opening of the four-star hotels in Belgrade, the

SEE Business Travel & Meetings magazine · September 2016

three-star Holiday Inn Express Ho­ tel also opened, offering 123 rooms and 2 multi-purpose me­eting ro­ oms, having the maximum capacity of up to 70 people in a cinema-style setting.

Another addition to Belgrade’s hotel scene will be the SAINT Ten Hotel, whose opening is set for Octo­ber 2016, offering 54 rooms and suites, as well as 5 meeting rooms.

As for newly opened hotels outside of Belgrade, Aleksinac saw the opening of the Bosphorus Hotel, which offers to the guests and event planners 60 rooms and 2 conference rooms with a capacity up to 200 seats in a cinema-style setting.

During the year, Nis is expected to see the opening of two new hotels.

To be more precise, early August saw the launch of the New City Ho­ tel (formerly Grand Hotel Nis) and the Constantinus Palace Hotel.

Bosphorus Hotel

New City Hotel

Hotel Tornik

D-Resort

Sheraton Dubrovnik Riviera Hotel

Crvena Luka Hotel & Resort Zlatibor is set to see the opening of the five-star Tornik Hotel by the end of the year, consisting of the hotel building and the annex.

The hotel will have 360 rooms and suites, of which 130 will be in the main building of the hotel, and the remaining 230 in the annex build­ ing.

When it comes to MICE capacities, these will include a convention center spread over 1,000 sqm in the annex building, as well as 4 meeting rooms in the main building of the hotel.

Apart from Zlatibor, Kopaonik has also welcomed another new, bou­ tique hotel – Gray Hotel, which has an accommodation capacity of 17 rooms/suites.

Croatia’s MICE offer has expanded by the opening of the Sheraton Dubrovnik Riviera Hotel (5*), which

Solaris Hotel Jure operates as part of HUP Zagreb lo­ cated in Mlini, as well as the open­ ing of the D-Resort (4*) in Sibenik.

The Sheraton Dubrovnik Riviera Ho­ tel has 251 rooms and suites and 5 conference rooms – the biggest one having a capacity of 900 seats – for event planning purposes.

Guests and event planners visiting the D-Resort in Sibenik can choose among 72 rooms and suites, as well as one hall for up to 160 people in a theater-style setting that can be divided into three smaller rooms.

In May 2016, after complete reno­ vation and more floors added, the Solaris Hotel Jure (4*) in Sibenik opened its door for business.

With the last works finalized, the hotel now has 384 rooms and suites, as well as a number of additional amenities, including a Wellness & Spa center.

Hotel Hilton

In addition to these three lodging options, the Crvena Luka Hotel & Resort **** located in Biograd na Moru also opened, offering 166 rooms – of which 46 are suites – and 2 conference rooms accommo­ dating up to 258 people.

The offer in Montenegro has also expanded, with the opening of seve­ ral hotels in different destinations – in Budva, Podgorica, Tivat, Igalo and Sutomore.

Budva saw the opening of the Hotel Budva 4*, located in the city center, on the promenade, offering 80 ro­ oms, of which 3 are suites. When it comes to event planning, the Hotel Budva will have 3 meeting rooms and one board room, which are set to open in October 2016.

The Hotel Moskva is a new four-star hotel in Budva, which opened for business in July 2016 offering 38 rooms and 2 suites.

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Hotel Budva

Hotel Palmon Bay & Spa

Sato Hotel Conference & Spa Resort

Skopje Marriott Hotel

Hotel Izgrev, Spa & AquaPark In 2016, Podgorica will expand its hotel scene by as many as 3 opti­ ons.

Late August saw the opening of the Verde Complex (Hotel & Wellness), boasting the 4 ****+ category.

The Complex has 81 accommoda­ tion units and 3 conference rooms that can be used to organize diffe­ rent kinds of events.

The capacity of the largest hall is 254 people in a theater-style set­ ting.

Next to the newly opened Verde Complex, as of October Podgorica will also have the Hilton Hotel, boasting 180 rooms and suites and 5 conference rooms.

The Capital Plaza Center is set to ex­ pand by CentreVille Hotel, the third hotel to open this year in Podgorica.

The hotel will have 122 rooms and

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suites, as well as 3 conference ro­ oms and a large banquet hall.

The Capital Plaza Center will also include Hard Rock Cafe, alongside a fitness center, a spa, and a beauty salon.

Hotel Hills, Congress & Thermal Spa Resort Palma represents a modern fourstar hotel boasting 116 rooms and 2 meeting rooms.

Furthermore, home to the Mon­ tenegrin airport, the coastal town of Tivat, saw the fully renovated Hotel Palma re-open for business in July this year.

In 2015, the town of Igalo saw the opening of the Hotel Palmon Bay & Spa, whose accommodation capacities have been increased in 2016, and so after the renovation the hotel has 202 rooms and suites and 4 conference rooms, its largest capacity being up to 100 seats in a theater-style setting.

After the renovation of accommo­ dation, conference, and restaurant capacities and the construction of its wellness center, now the Hotel

The four-star Sato Hotel Confere­ nce & Spa Resort (formerly Hotel Niksic) in Sutomore underwent re­novation and now has 115 rooms

The www.SEEmice.com portal specializes in finding hotels, venu­ es, services and event planning for all kinds of events.

The team of SEEmice.com, which celebrates its 10th anniversary this year, can be reached at office@seemice.com for additional information, as well as for assistance with event planning and realization.

SEE Business Travel & Meetings magazine · September 2016

i n d u s t r y and suites, as well as 2 conference rooms. The maximum capacity of the conference room is 400 people in a theater-style setting.

The fact that Macedonia and its capital are attractive tourist and MICE destinations is clearly reflected in the opening of the first hotel under the Marriott Interna­ tional Hotel Chain called the Skopje Marriott Hotel.

This hotel offers 164 guest rooms and suites, including the luxurious Presidential Suite.

In terms of conference ca­pacities, the hotel boasts 9 conference ro­ oms with the maximum capacity of up to 600 people.

The popular Ohrid saw the open­ ing of the five-star Izgrev Hotel, Spa & Aqua Park, comprising of 207 rooms and suites alongside a convention center spread over an area of 1,250 sqm.

Bosnia and Herzegovina, or to be more precise the city of Sarajevo expanded its hotel scene by the opening of the five-star Hills Hotel, Congress & Thermal Spa Resort, boasting 260 rooms and suites.

The hotel also includes a multi-pur­ pose convention center with halls furnished with 1,500, 180, 150, and 100 seats.

In the immediate vicinity of Saraje­ vo, earlier this year Trebevic saw the opening of the Pino Nature Ho­ tel, which offers its guests 24 rooms and suites, a conference room with up to 120 seats in a theater-style setting that can be divided into two smaller areas.

Hotel Palma

Mirjana Jokic

Verde Complex

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tema broja

Dobra usluga nema cenu

Dobar konobar – Osoba zbog koje dolazite ponovo Kompanije koje se bave bilo kojom vrstom uslužne de­latnosti, odavno pod terminom „usluga” podrazu­ mevaju sve više i više stvari. Sa druge strane, to je i za očekivati zato što se, pored kvaliteta usluge, i emoti­ vno vezuju za pruženu uslugu. Jer poenta je jedna – apsolutno zadovoljstvo krajnjeg potrošača!

Osoba koja radi u ugostiteljstvu i sa kojom se najčešće srećemo, u zvaničnim i manje zvaničnim pril­ kama, je konobar. Osnovni zadatak njegovog zanimanja je usluživanje gostiju u različitim vrstama ugosti­ teljskih objekata. Ipak, to nije jedino o čemu treba da vodi računa.

Pored toga, treba da bude lj­ubazan, uredan, komunikativan, lepo vaspi­ tan i poznaje manire lepog ponaša­ nja, strpljiv i tolerantan.

Ne zvuči baš lako, zar ne?

Dobar konobar je: Uslužan ali nenametljiv. Dobro je da je konobar uvek negde u blizini, ali nipošto ne treba da se stalno muva oko stola i sklanja prazne čaše. Restoranski bonton kaže da na stolu mora da ostane bar jedna čaša, ka­ko se gosti ne bi osećali kao da ih neko požuruje da što pre završe i odu.

Fleksibilan. Svi vole konobare koji uvek saslušaju i ispune molbe gosta.

Na primer, ukoliko neko želi odre­ đeno jelo, ali bez sastojka koje se podrazumeva u njemu, konobar to treba da zapamti i prenese kuvaru.

Onaj koji poznaje meni.

Ukoliko gost pita koji je sadržaj od­ ređenog jela, šta ide uz prilog, ili šta znači neki strani izraz, konobar bi trebalo da zna odgovor.

Nasmejan. I kada razgovara sa gos­ tima i dok ih sluša. Čak i kada se oni njemu ne osmehuju.

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SEE Business Travel & Meetings magazine · septembar 2016

Dobrog pamćenja. Memorija je bit­ na zbog prepoznavanja lika gostiju, njihovih imena, ali i zbog pamćenja porudžbine, redosleda sedenja i po­sebnih zahteva koje gost može da ima.

Važno je i ponašanje gostiju Atmosfera u restoranima u velikom delu zavisi i od gostiju. Gosti treba da razgovaraju sa konobarima sa poštovanjem, te nema potrebe za zapovedničkim tonom ili ismeva­ njem. U slučaju da želite da pozo­ vete ko­nobara diskretno podiginite ruku i konobar će doći. Nije pristoj­ no vikati i pucketati prstima kako bi skrenuli pažnju na sebe. Najbolje je da ostvarite kontakt očima, nakon čega samo klimnete glavom i time mu dajete do znanja da ga trebate.

Nikada nemojte vući konobara za rukav ili neki drugi deo odeće.

Ukoliko je u restoranu velika gužva, a vi se niste odlučili šta biste želeli, za početak je uvek dobro naručiti piće. Dok konobar donosi piće pre­ gledajte jelovnik. Konobar obično ponovo prilazi nakon 3-5 minuta i pita da li je sve u redu? Taj mome­ nat bi trebalo da iskoristitite da naručite.

Napojnica – znak da cenite dobru uslugu U zavisnosti od područja na kojem se nalazite, u nekim slučajevima običaji oko davanja napojnica

The Academy of Food and Wine Service (AFWS) osno­ vana je 1988. godine u Velikoj Britaniji sa ciljem da se sva us­lužna zanimanja vezana za hranu i piće podignu na viši profesionalni nivo. Svako ko želi da mu životni poziv bude konobar/konobarica, barmen, bar menadžer, menadžer res­torana ili somalijer na ovoj akademiji može dobiti profe­ sionalni savet i/ili obuku. se mogu i prekršiti. U Evropi je na­knada za uslugu posluge uglav­ nom uključena u cenu obroka.

Običaj je da se, ipak, ostavi još 5 do 10 posto od ukupnog računa naročito u vrhunskim restoranima.

Međutim, ako cena usluge nije uk­ljučena u račun, trebalo bi dodati još 15 posto na ukupan iznos.

Ako se nalazite u Aziji, koja važi za

poseban kutak sveta, običaji ostav­ ljanja napojnica variraju od zemlje do zemlje. U Japanu, na primer, ostavljanje napojnica je uvredljivo u svakoj situaciji, dok u Kini osoblje u restoranu očekuje barem tri posto od ukupnog iznosa računa.

Isto tako, u Hong Kongu iznos za napojnicu raste do 15 posto, ako naknada za uslugu nije uključena u račun.

Najbolji bakšiš ostavljaju ljudi iz srednje klase ili ljudi koji su sve stekli svojim trudom i radom, a ne oni koji su najveće platežne moći, pokazuju najnovija istraživanja.

No, ima i „svetlih” primera.

Glumca Džonija Depa konobari i drugo uslužno osoblje restorana najviše voli, jer je u jednom resto­ ranu u Čikagu ostavio bakšiš u visini od 4.000 dolara na račun od 4.400.

Rasel Krou je prilikom posete jednoj

Ljubav u restoranima U Holivudu nije redak slučaj da poznate ličnosti ožene konobari­ ce/konobare koji su ih usluživali u nekom od restorana ili barova.

Među njima je Nikolas Kejdž, Dejvid Švimer i Met Dejmon.

Nažalost, ima i onih brakova koji nisu potrajali. Prvi muž pevačice Dženifer Lopez, Ojani Noa, bio je konobar u jednom od restorana u Majamiju kada su se upoznali. Brak je trajao samo godinu dana.

lokalnoj pivari u Južnom Velsu, na­kon ture pića sa prijateljima, os­tavio bakšiš u visini od 600 funti.

Za manje omiljene poznate ličnosti, koje ne ostavljaju, ili ostavljaju bak­ šiš ispod 5% od visine računa, važe Britni Spirs, Dvejn Džonson i Tajger Vuds.

Ono što bi svaki konobar želeo da gost zna: · Ako predugo čekate jelo koje ste naručili, nije do konobara, već do kuvara koji priprema hranu! · Ukoliko ste u žurbi, izbegavajte posete restoranima u toku praz­ nika jer su u tom periodu obično prevelike gužve, duže se čeka na porudžbinu, a i cene mogu biti više tim danima! · Do kada je radno vreme restorana! · Ukoliko ste u restoranu sa puno prijatelja, a želite da račun bude podeljen, potrudite se da ga delite sa ne više do dvoje ili troje! · Vodite računa o ponašanju svoje dece koja su sa vama u restoranu! · U kuhinju restorana se ne ulazi! · Ne razgovarajte mobilnim telefo­ nom dok naručujete hranu i piće!

Milica Novak

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cover story

Good Service is Priceless

A Good Waiter – A Reason Worth Coming Again Companies engaged in any type of service industry, for a long period of time consider the term “servi­ce” as the one that implies increasing number of issues.

On the other hand, it is to be expected, because pe­ ople, in addition to the quality of service, are emotio­ nally connected to the service provided. Since there is one point - an absolute pleasure of the consumer!

A person who works in the hospital­ ity industry and whom we encoun­ ter most often, in formal and less formal occasions, is the waiter.

The main task of his occupation is serving the guests in different types of restaurants. However, this is not the only thing that should be taken into account. In addition, he should be polite, neat, communica­ tive, well-behaved and knowing the manners of good behaviour, patient and tolerant. It does not sound very easy, does it?

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si­de dishes, or what is the meaning of a foreign phrase, a wai­ter should know the answer.

Smiling. Both when he talks to the guests and while he listens to them.

Even when they do not smile at him.

Having good memory. Memory is important because of a recognition of an appearance of the guests, their names, but also because re­membering orders, the order of sittings and special requests that guests may have.

A good waiter is:

It is important the behaviour of guests as well

Helpful but unobtrusive. It is a good thing if the waiter is always somewhere nearby, but by no means he should be constantly moving around the table and taking the empty glasses.

The restaurant etiquette says that at least one glass should be on the table, so that the guests would not feel like they’re being rushed to fin­ ish as soon as possible and go away.

Flexible. Everyone loves waiters who always listen to the guests and meet their requests. For example, if someone wants a certain dish, but without the ingredient which is involved therein, a waiter shall re­ member it and convey to the chef.

The one who knows the menu.

If the guest asks what are the ingre­ dients of a certain dish, what are the

The atmosphere in restaurants in large part depends also on the guests. Guests should talk with waiters with respect and there is no need for a commanding tone or ridicule. In case you want to call the waiter, you shall discreetly raise your hand and the waiter will come. It is not polite to shout and snap your fingers to draw attention to yourself. It is the best to make an eye contact, and then just shake your head and thus send a signal that you need him. Never pull the waiter’s sleeve or some other piece of his clothing.

If the restaurant is crowded, and you cannot decide what you want, it is always good to start with ordering a drink. While the waiter is bringing your drink, you shall look

SEE Business Travel & Meetings magazine · September 2016

at the menu. Usually the waiter approaches again after 3-5 minutes and asks if everything was all right?

That shall be the moment for you to order.

The Academy of Food and Wine Service (AFWS) was established in 1988 in Great Britain in order to improve and professionalize occupations related to food and beverage.

Anyone who wants to become a waiter/waitress, b­artender, bar manager, restaurant ma­ nager or sommelier can get professional advice and/or training at this academy.

A tip - a sign you appreciate good service Depending on the area you are lo­ cated in, in some cases, the tipping customs can also be broken.

In Europe, the service charge is ge­ne­rally included in the price of a meal. It is a custom, however, to leave another 5 to 10 percent of the total bill, especially in top

res­taurants. However, if the service charge is not included in the bill, you should add 15 percent to the total bill amount.

If you are in Asia, which is conside­ red a specific part of the world, cu­stoms of leaving a tip vary from country to country. In Japan, for ex­ample, leaving a tip is offensive in any situation, while the restaurant staff in China expect at least three percent of the total bill amount.

Similarly, in Hong Kong, the amount of the tip rises to 15 percent if a ser­ vice charge is not included in the bill.

According to the latest research, the best tippers are middle-class people or people who have ac­ quired everything with their effort and work, but not those who have the greatest purchasing power.

Nevertheless, there are the “bright” cases. The actor Johnny Depp is mo­stly liked by the waiters and ot­her restaurant staff because he left a tip in the amount of $ 4,000 at the bill of $ 4,400 in a restaurant in Chicago. During a visit to a local

Love in the restaurants In Hollywood, it is not rare case that celebrities marry wait­resses/wai­ ters who were serving them in one of the restaurants or bars.

Among them is Nicolas Cage, David Schwimmer and Matt Damon.

Unfortunately, there are those marriages that did not last long.

The first husband of a singer Jennifer Lopez, Ojani Noa, was a waiter in a restaurant in Miami when they met. The marriage lasted only a year.

brewery in South Wales, after one drink with his friends, Russell Crowe left a tip in the amount of 600 po­ unds. Less favourite celebrities, who do not leave or leave a tip less than 5% of the amount of bill are Britney Spears, Dwayne Johnson and Tiger Woods.

What every waiter wants his guest to know: · If you wait too long for the dish you ordered, it is not the waiter’s fault, but the chef’s who prepares the food! · If you are in a hurry, avoid visiting the restaurants during the holi­ days because during this period, those are usually overcrowded, you will wait longer for the order, and the prices may be higher on those days! · The working hours of the restau­ rant! · If you are in a restaurant with a lot of friends, and you want the bill to be shared, be sure you share it with no more than two or three! · Take into account the behaviour of your children who are with you at the restaurant! · You should not enter the kitchen of the restaurant! · Do not speak on your mobile phone while ordering food or drink!

Milica Novak

SEE Business Travel & Meetings magazine · September 2016

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p r i m e r

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p r a k s e

Obeležavanje srebrne godišnjice

25. godišnjica Ambasade Slovenije – Vreme za inovacije A

mbasada Slovenije svake godine krajem meseca juna obeležava Dan državnosti Republike Slovenije i Dan slovenačke vojske. Dugi niz godina ovaj događaj organizovan je u jednom istom prostoru, a sada je nastupio period u kome se traga za nečim novim i drugačijim.

2016. godina posebna je i zbog toga jer je u pitanju jubilarna, 25. godišnji­ ca i samim tim proslava je dobila još više na značaju, te se javila potreba za nečim zaista posebnim. Shodno tome, događaj je održan na 25. spratu poslovnog centra Ušće, u restoranu Top of the Hub. Prelep pogled bio je ključni faktor zbog kog se Ambasada Slovenije opre­ delila za ovaj prostor, a ne treba zabora­ viti ni enterijer i dekoraciju, koja je, po želji organizatora, obojena bojama zastave Slovenije.

Nakon toga, sa restoranom Top of the Hub uspešno su dogovoreni i ostali de­ta­lji, među kojima je bila i izvanredna hrana kao i piće kojima su sve prisutne zvanice bile zadovoljne.

Svakako najveće pohvale idu pro­ fesinonalizmu. Na događaju je bilo preko 500 gostiju, uz to i veoma visokih zvanica, a na bini je sve vreme svirao slovenački vojni orkestar. Ambasador je nakon svog govora podelio i zahvalnice za uspešnu saradnju.

Prenos slike u druge delove prostorije putem kamere i ekrana postavljenih po prostoru, sve vreme je neometano radio, što nam je bilo zaista jako važno.

Zaposleni su uspeli da kontrolišu i dola­ zak gostiju i gužvu koja je pretila da se stvori od tolikog broja ljudi.

Top of the Hub se pokazao kao prostor za svaku preporuku, a osoblje

velikodušno i uigrano, što je potvrđeno prilikom neočekivanih situacija i manjih logističkih poteškoća, koje su brzo i uspešno otklonjene.

Danijela Fišakov, Predsednica Slovenačkog poslovnog kluba „Ambasada Slovenije u Beogradu, je 27.06.2016. obeležila svečanim prijemom u poslovnom centru Ušće Dan državnosti, odnosno 25. godina od nezavisnosti, kao i Dan Vojske.

Elegantan enterijer sa kojeg se pruža pre­di­van pogled je nešto čime se retko koji hotel u Beogradu može pohvaliti. Isto tako, profesio­nalizam i ljubaznost osoblja donosi dodatnu vrednost prethodno pomenutom enterijeru. Iako i mladost i iskustvo imaju svojih prednosti, morao se primetiti savršen spoj oba elementa koji čine neverovatnu sinergiju.

Sve je bilo upotpunjeno specifičnim ukusima i prefinjenim izgledom kulinarskih specijaliteta.”

Branko Greganovič, Predsednik IO, NLB Banka „Dobro poznat događaj, ove godine u novom ambijentu i zaista dobro organizovan. Pored jedinstvenog prostora i usluge, pohvalio bih izuzetnu organizaciju, imajući u vidu zaista veliki broj gostiju, a posebno bih želeo da istaknem kvalitet žive muzike. Dolazim iz korporativnog sveta i znam koliko je teško stvoriti tako prijatnu atmosferu. Čestitam!”

Stanka Pejanović, direktorka, Gorenje Beograd „Ovogodišnja proslava Dana državnosti Republike Slovenije na vrhu zgrade Ušća je bila iskorak u odnosu na sve dosadašnje. U prijatnom ambijentu imali smo priliku da čujemo od Nj. E. ambasadora Vladimira Gašpariča koliko je zajedničkih projekata između naše dve zemlje uspešno realizovano u delu privrednog povezivanja, ali i koliko je novih inicirano.

Kompanija Gorenje i ja lično smo veoma zadovoljni, jer smo imali priliku da budemo domaćini prijema povodom predstavljanja novoimenovanog ambasadora, NJ. E. Vladimira Gašparića na kome se susreo sa privrednicima u Srbiji i članovima SPK.”

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f r o m

p r a c t i c e

Celebrating Silver Jubilee

25th Anniversary of the Slovenian Embassy – Time for Innovation E

very year, at the end of June, the Embassy of Slovenia celebrates the National Day of the Republic of Slove­nia and the Slovenian Armed Forces Day. For many years this event has be­en organized in the same premises, and now there appears a period of search for something new and different.

The year of 2016 is also special beca­ use it is a jubilee one, i.e. 25th anniver­ sary, and thus the celebration was gi­ven even more importance, and there oc­cur­ red a need for something really spe­cial.

Consequently, the event was held on the 25th floor of the business center Usce, in the restaurant Top of the Hub. A beautiful view was a key factor why the Embassy of Slovenia chosed this venue, and one should not forget the interior and decoration as well, which, as desired by the organizer, was painted in colors of the flag of Slovenia.

After the foregoing, the other details were successfully negotiated with the restaurant Top of the Hub, including extraordinary food and drink that satisfied all the present guests.

Certainly, the greatest compliments go for the professionalism. The event was attended by more than 500 guests, some of them having been very high of­ ficials, while the Slovenian military band was playing on the stage the whole ti­me. After his speech, the A­mbassador also distributed the thanksgiving notes for successful cooperation. Video stre­ aming to the other parts of the venue enabled with the cameras and screens positioned around the ve­nue was work­ ing unobstructed all the time, which was very important for us. Employees were able to control both the arrival of guests and the crowd that threatened to be created of so many pe­ople.

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Top of the Hub has shown to be a venue for every recommendation, and its staff generous and well coordinated, which was shown during the unex­ pected situations and minor logistical difficulties, which were quickly and effectively removed.

Danijela Fisakov, President of the Slovenian Business Club On 27th June, 2016, the Slovenian Embassy in Belgrade celebrated the National Day with a festal ceremony event held at the business center Usce, i.e. the 25th anniversary of independence, as well as the Armed Forces Day. The elegant interior with a beautiful view is so­mething that rarely any hotel in Belgrade can boast of. Also, the professionalism and friendly staff gives an additional value to such an in­te­rior. Even though both youth and experience have their advantages, one could have noticed a perfect blend of these two elements that made up the incredible synergy.

All of these was completed by the specific tastes and refined appearance of culinary specialties.

Branko Greganovic, the President of EB, NLB Bank Well-known event, this year in a new ambient and really well organized. In addition to the unique venue and services, I would praise the exceptional organization, taking into account a large number of guests, and I would particularly like to emphasize the quality of live music.

I come from the corporate world and I know how difficult it is to create such a pleasant at­mosphere. Congratulations!

Stanka Pejanovic, Director, Gorenje Belgrade “This year’s celebration of the National Day of the Republic of Slovenia at the top of the building Usce was a step forward compared to all previous celebrations. In the pleasant atmosphere, we had the opportunity to hear from H.E. the Ambassador Vladimir Gasparic how many joint projects between our two countries were successfully completed in the field of economic cooperation, and also how many new ones were initiated. The company Gorenje and I personally are very pleased because we had the opportunity to host the reception on the occasion of presentation of the newly appointed Ambassador, H.E. Vladimir Gasparic where he met with businessmen in Serbia and the members of SBC.”

SEE Business Travel & Meetings magazine · September 2016

PREDSTOJEĆI DOGAĐAJI UPCOMING EVENTS EVENTEX 2017 24. – 26.01.2017. / Dablin Eventex 2017 je vođena inovacijama i vrhunski organizovana konferencija namenjena event profesionalcima, organizatorima događaja, promoteri­ ma i umrežavnju profesionalaca.

Program konferencije čine vrhunske radionice, deljenje znanja i interaktivne sesije.

Konferencija će okupiti učesnike iz preko 30 zemalja.

ACE of M.I.C.E 2017 22. – 24.02.2017. / Istanbul ACE of M.I.C.E sajam kongresne industrije održaće se u Kongresnom centru Istanbul.

Sajam okuplja najvažnije kongresne kompanije i kupce iz Turske, i iz celog sveta, a izlagače predstavljaju PCO agencije, event menadžment kompa­ nije, hoteli, kompanije koje su zadužene za tehnološka rešenja. Sajam je idealna prilika za ostvarivanje novih kontakata i sklapanje poslova na jednom mestu.

Međunarodni sajam turizma 23. – 26.02.2017. / Beograd 39. Međunarodni sajam turizam u Beogradu okupiće mnogobrojne izlagače iz zemlje i sveta, a učesnicima će pružiti mnogobrojne prilike za uspostavljanje saradnje.

Organizatori očekuju da će sajam okupiti više od 1.200 izlagača, od čega preko 300 inostranih, i da će ugostiti više od 72.000 posetilaca.

Zemlja partner 39. Sajma turizma biće Crna Gora.

EVENTEX 2017 24th – 26th January 2017 / Dublin Eventex 2017 is an innovation-driven conference and masterclasses designed for event professionals, meeting planners, promoters and live communication professionals.

The conference programme is made of masterclasses, shared knowledge and interactive sessions.

It will gather participants from over 30 countries.

ACE of M.I.C.E. 2017 22nd – 24th February 2017 / Istanbul ACE of M.I.C.E - a congress, meeting and event industry exhibition will be held at Istanbul Congress Center.

Exhibition gathers the most important MICE companies and buyers from Turkey and all around the world under and exhibitors representing PCO’s, event management companies, hotels, techno­ logy and event support companies.

Also, it provides a great opportunity for new business connections.

International Tourism Fair 23rd – 26th February 2017 / Belgrade 39th International Tourism Fair in Bel­ grade will gather numerous exhibitors from country and world. Participants at the fair will have a lot of opportunities for business cooperation.

Organizers expect that the fair gathers over 1,200 exhibitors, from which 300 will be from abroad, and to welcome more than 72,000 visitors.

The partner country of the 39th Interna­ tional Tourism Fair will be Montenegro.

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sajam

Poslovanje i tehnologija ruku pod ruku na sajmu IMEX America

Anketa potvrdila da tehnologija predvodi razvoj u kongresnoj industriji Istraživanje koje su za IMEX America sproveli MPI (Meeting Professionals Inter­na­ tional), potvrđuje da tehnologija ima sve veću ulogu u industriji događaja, jer vi­še od 40 posto ispitanika koristi laptopove ili mobilne uređaje kako bi zabeležili događaje u realnom vremenu.

Iz te grupe ispitanika, 10,5 posto event profesionalaca ih uvek koristi za hvatanje beleški, dok ih 31,6 posto koristi povremeno.

Prema podacima dobijenim u anketi za IMEX America, koji će se ove go­ dine održati od 18. do 20. oktobra u Las Vegasu, beleške koje se zapisuju rukom ostaju izbor većine učesnika (57,1 posto), dok samo 0,8 posto ljudi snima svoja opažanja.

Dodatna IMEX Group anketa, koja je obuhvatila skoro 1.200 ispitanika, takođe je otkrila da predviđanja ukazuju na to da je tehnološki sek­ tor taj koji će uvesti narednu veliku inovaciju u kongresnoj industriji.

Anketa je otkrila da 40 posto gostu­ jućih kupaca, 34,5 posto posetilaca i 37,5 posto izlagača smatraju da

Carina Bauer, izvršni direktor IMEX Group, izjavila je: „U eri u kojoj je snimanje sadržaja uživo na lapto­ pove, tablete i pametne telefone postalo svojstveno našim radnim ži­votima, zanimljivo je utvrditi do koje mere se danas koriste na kon­ ferencijama i sastancima.

Budući da milenijalci koriste razli­ čite vidove tastatura od najranijeg uzrasta, vrlo je verovatno da će ovaj trend samo rasti u bliskoj budućno­ sti, a naročito zbog toga što se i teh­nologija razvija i napreduje.“

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će tehnologija dovesti do sledeće etape razvoja u kongresnoj industri­ ji. Nove aplikacije, virtuelni sastanci i tehnologije za opremanje sala za sastanke – su navođeni kao primeri za to na koje sve načine inovacije u tehnologiji za organizovanje doga­ đaja menjaju čitavu industriju.

Profesionalni organizatori sastanaka mogu pogledati poslednja tehno­

Carina Bauer želi dobrodošlicu svima na IMEX America i Smart Monday

loška dostignuća koja će uticati na njihovo poslovanje na #IMEXpitch koji se održava 18. oktobra na IMEX America. Start up firme koje se bave tehnologijom za organizovanje događaja imaju priliku da na sajmu izlože svoje proizvode publici koju čine profesionalni organizatori, a pet finalista koji se izdvoje nadme­ taće se u takmičenju uživo.

Nezavisni stručni žiri, čine osobe koje rade sa tehnologijom za organi­ zovanje događaja na dnevnoj bazi, i uvek su u potrazi za najnovijim do­ stignućima, a jedan od članova, Tara Thomas, suosnivač „The Meeting Pool“, objašnjava: „IMEX već mnogo godina prednjači u izlaganju tehno­ logije za organizaciju događaja.

IMEX America se održava od 18. do 20. oktobra 2016. godine u Las Vegasu.

Takmičenje je mesto na kom ljudi iz industrije traže poslednje inovacije koje menjaju način igranja igre, a predstavlja i izvanrednu priliku za start up-ove da privuku pažnju na svoje proizvode o kojima će se nakon toga pričati. Veoma sam uzbuđena što sam deo čitave priče, i što ću videti niz fantastičnih kom­ panija.“

Razmatranje akutelnih tema u toku

To uključuje i one pod na­zivom Tehnologije na događajima u bu­du­ćnosti – kako će uticati na doži­vljaj učesnika? (Future event te­chnology—how will it impact the attendee journey?), „New, now and next“ aplikacije za poboljšanje lične i profesionalne produktivnosti (New, now and next apps to boost personal and professional productivity) i sesiju koju će voditi svetski poznat haker, Pablos Holman.

On treba da održi jedan od glavnih govora na MPI, u kom će objasniti nove tehnologije i potencijal koji imaju. Uvedi inovacije ili umri po­ku­šavajući – sa gledišta svetski poznatog hakera (Innovate or die trying—from the mind of a worldrenown hacker), održaće se u sredu, 19. oktobra od 8:30 do 9:30 sati.

Carina Bauer zaključuje: „Tehnolo­ gija uveliko prednjači u inovacija­ ma, naročito u sektoru sastanaka.

Inovacije često dolaze od start up firmi, a na našem sajmu, naročito na #IMEXpitch takmičenju i kroz izlaganja naših stručnih govornika, u prilici smo da vidimo mnoge intere­ santne ideje.“ Kupci na IMEX America mogu i da upoznaju eksperte koji stoje iza najnovijih inovacija u brojnim obilascima, tzv. TechTours koje će se održavati tokom trajanja sajma.

Susret sa odabranim izlagačima je način na koji se može otkriti koje kompanije su lideri u te­h­ nologijama, i koje utiču na sektor kongres­ne industrije.

#seebtm #kongresniturizam #seemice

s a j a m

Svetlana Gavrić

The Meeting Pool takođe pokreće i TECHknowledge Area na sajmu IMEX America, gde će stručnjaci održavati ciljane sesije na temu tehnologije, TECHbytes, na kojima će davati odgovore u vezi sa vrućim temama kao što su Snapchat, Slack, OneNote i tehnološki izumi koji se mogu nositi, a takođe će i voditi posetioce kroz najnovija dostignuća u Gadget Lab-u.

Način na koji tehnologija utiče na poslovanje organizatora događaja istražen je u opsežnom edukativ­ nom programu na sajmu, koji obu­ hvata preko 180 sesija na tu temu.

IMEX America - tehnologija u akciji

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exhibition

Business and Technology Go Hand in Hand at IMEX America

Survey Confirms Technology Leads Development in Meetings & Events Research carried out for IMEX America by MPI (Meeting Professionals Interna­ti­ o­nal), confirms the growing role technology plays in the meetings world, with mo­re than 40 percent of respondents surveyed using laptops or mobile devices to capture content real time.

Of that group 10.5 percent of pro­ fessionals always use them for note taking and 31.6 percent use them sometimes.

According to the survey for IMEX America, which takes place from 18th to 20th October 2016 in Las Ve­ gas, handwritten notes continue to be the choice of the majority (57.1 percent) while just 0.8 percent record their observations.

An additional IMEX Group survey of nearly 1,200 respondents also showed that the technology sector is predicted to deliver the next big innovation in meetings and events.

The survey revealed that 40 percent of hosted buyers, 34.5 percent of visitors and 37.5 per cent of exhi­ bi­tors thought technology would

drive the next major development in the meetings industry.

New apps, virtual meetings and meeting room technology were all cited as examples of how innovati­ on in event technology is making waves across the industry.

Meeting professionals can preview some of the latest technology set to

Carina Bauer, CEO of the IMEX Group, observed: “In an era when capturing live content on laptops, tablets and smartphones is intrinsic to our working lives, it is interesting to quantify the extent to which they are being used in conferences and meetings at present.

With millennials “keyboarding” vir­tually everything from an early age, usage is only likely to increase in the near future, particularly as technology evolves.”.

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Testing the Tech at IMEX America

impact the way they do business at the #IMEXpitch taking place on 18th October at IMEX America.

Event technology start-ups have the opportunity to showcase their products to an audience of event professionals at the show, culmina­ ting in five finalists competing in a live head-to-head pitch competi­ tion.

The independent expert judging panel all work with event techno­ logy on a daily basis and are always looking out for the latest develop­ ments as one of the judges, Tara Thomas, co-founder of The Meeting Pool, explains: “IMEX has a long history of being at the forefront of showcasing event tech.

IMEX America takes place from 18th to 20th October 2016 in Las Vegas.

The competition is truly where the industry looks for the latest innova­ tions changing the game for event professionals and is also an amazing opportunity for startups to a­ttract significant attention and buzz aro­ und their products.

I’m excited to be involved this year, and to see what I know will be an incredible lineup of companies.”

IAEE Session with Good Lessons Learned

This includes Future event technology—how will it impact the attendee journey?, New, now and next apps to boost personal and professional productivity and a session by worldrenowned hacker Pablos Holman.

He is set to deliver one of the daily MPI keynotes, explaining his work exploring new technologies and the­ir potential.

Innovate or die trying—from the mind of a world-renown hacker, ta­kes place Wednesday, October 19, 8:30-9:30a.m.

Carina Bauer sums up: “Technology has long led the way in innovation, particularly in the meetings sector.

This innovation often comes from

start-ups entering the industry and we see many interesting ideas from new businesses through our #IMEXpitch competition, our expert speakers and across the showfloor.”

#seebtm #kongresniturizam #seemice

e x h i b i t i o n

Buyers at IMEX America can meet the experts behind the latest inno­ vations in a series of TechTours run­ning throughout the show.

By meeting with selected exhibit­ors on the show floor, they can disco­ ver some of the companies who are leading the way in technology im­pacting the meetings and event se­ctor.

Svetlana Gavric

The Meeting Pool is also powering the TECHknowledge Area at IMEX America where experts will de­ liver targeted technology sessions, TECHbytes, answering questions on hot topics such as Snapchat, Slack, OneNote and wearable technology, and guiding visitors through the la­test tech in the Gadget Lab. The way technology impacts on how meeting professionals do business is explored in the comprehensive education programme at the show where some of the 180+ sessions are dedicated to the topic.

Smart Monday Walking Challenge

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Random Acts of Kindness – Budi promena koju želiš svetu!

zanimljivost

Filantropske ideje za tim bilding sa višestrukim efektom

Postoji izreka: „Jedno dobro delo povlači drugo sa sobom’’. Dakle, ako nekome uči­ nimo uslugu ili uradimo nešto lepo za njega, šanse za to da će nam se neko oduži­ ti se povećavaju. Osoba kojoj smo pomogli, ili koja je tome samo prisu­st­­vo­va­la, može biti inspirisana da uradi istu ili sličnu stvar za nekog drugog.

Upravo to su principi na kojima se bazira filozofija Random Acts of Kindness (nasumično dobro delo).

Pozitivne efekte osećaju svi: onaj ko je učinio dobro delo ili neki lju­ba­zan gest, onaj kome je to bilo name­njeno, ali i svi oni koji su tome prisust­vovali.

Ovo znači da jedno dobro de­lo koje je učinjeno na javnom mestu, auto­ matski stvara domino efekat i dan čini lepšim desetinama ljudi!

Smatra se da je frazu Random Acts of Kindness smislila američka spisateljica En Herbert u jednom restoranu u Kaliforniji 1982. godine dok je na podmetaču za jelo pisala knjigu „Nasumična ljubaznost i bez­ osećajna lepota’’.

Naučno je dokazano da kod svih uče­ snika u ovom lancu dolazi do pove­ ćanog lučenja endorfina, hormona sreće, koji je istovremeno prirodni lek protiv bola!

Takođe, dolazi do smanjenja krvnog pritiska, naš imuni sistem ojačava, usporava se starenje i smanjuje se količina negativnih emocija.

Kada se ova filozofija praktikuje u poslovnom okruženju, podstiče se građenje kvalitetnih i čvrstih odnosa sa ostatkom kolektiva.

Na primer, ukoliko vaša ljubaznost kolegu čini srećnim, velike su šanse da će on biti produktivniji na poslu.

Zbog svih ovih benefita, činjenje dobrih dela i ljubaznosti je u svetu prepoznat kao odlična mogućnost za tim bilding sa ciljem da vaš tim

Pomaganje drugima utiče na to da se svi dobro osećaju, podstiče kreativnost članova tima u rešavanju problema i zahteva od njih da pronađu najinventivniji način da ulepšaju dan ljudima. uradi nešto dobro i korisno za zajed­ nicu i okruženje. Izazovi i zadaci koji se pred timove postavljaju pomažu

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zanimljivost

Niko nikada nije zažalio zato što je bio ljubazan prema drugom. u izgrađivanju i učvršćivanju odnosa unutar članova timova dok se tak­ mi­če ko će u zadatom vremenskom intervalu pomoći što većem broju ljudi. Pomaganje drugima utiče na to da se svi dobro osećaju, podstiče kreativnost članova tima u rešava­ nju problema i zahteva od njih da pronađu najinventivniji način da ulepšaju dan ljudima.

Učestvovanje u ovim zabavnim tim bilding aktivnostima ima višestruke benefite: zadovoljne članove vašeg tima jer su učinili nešto dobro za ne­ kog drugog, ojačane odnose među članovima tima, ali i zadovoljstvo osobe kojoj je pomoć pružena.

Krajnji ishod je da se svi učesnici na­ kon toga osećaju dobro i pozitivno.

Primena u praksi – uz pomoć aplikacija Kako je tehnologija danas važan deo poslovnog života u svim segmen­ tima, postoje i brojne aplikacije sa velikim brojem ideja za ove akti­vnosti koje se mogu instalirati na Smart uređaje. Jedna od njih predviđa da se tim podeli u dve grupe koje se međusobno takmiče.

Zadaci koji se postavljaju grupama

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su različiti – od forme pravljenja za­bavnih vi­deo zapisa, fotografija do tek­ stualniih sadržaja - tokom kojih se sakuplja određen broj poena.

Svaki od njih za zadatak ima neko dobro delo koji uključuje istraživa­ nje problema u lokalnoj zajednici i rešavanje istih čineći dobro za njih.

Svaki tim treba da instali­ ra aplikaci­ju, registruje se pod određenim ime­nom i otvori bazu desetine iza­zova i zadataka koje treba da iz­vr­še bilo kojim redom za odre­đeni vre­ men­­ski period.

Timovi istražuju, dogovaraju se, na­ laze najbolje i nakreativnije načine da ispune filantropske zadatke i na taj način pomognu zajedici ili lju­ dima kojima je pomoć potrebna.

Tipovi zadataka i izazova rangirani su od najjednostavnijih, poput npr. pomoći starijim ljudima da p­onesu te­ške torbe, do kompleksnijih i za­h­ tevnijih, poput davanja krvi, ko­ji vrede više poena.

Kako timovi rešavaju zadatke i ispu­ njavaju izazove, sakupljaju poene i penju se na bodovnoj lestvici.

SEE Business Travel & Meetings magazine · septembar 2016

Pobednik je, naravno, onaj tim koji u najkraćem vremenskom periodu završi i dobija titulu RAK Šampiona.

Zapitajte se kada ste poslednji put učinili nešto lepo za osobu koju ne poznajete. Zašto? Sa naučne strane gledišta – dobro je za vaše zdravlje.

Sa ekonomske – besplatno je.

Sa praktične – jednostavno je.

Sa socijalne – čini svet boljim mestom. S razlogom se kaže „Budi promena koju želiš svetu!’’.

Niko nikada nije zažalio zato što je bio ljubazan prema drugom.

Milica Novak

Random Acts of Kindness – Be the Change You Wish to the World!

interesting

Philanthropic Ideas for Team Building with Multiple Effect

There is a saying: “One good deed entails another with it”. So, if we do someone a favour, or do something nice for him, the chances that we can get a counter fa­ vour increase. The person we helped, or the one whom only witnessed our de­ed, may be inspired to do the same or similar thing for someone else.

Exactly these are the principles on which is based the philosophy of Random Acts of Kindness. Positive effects are felt by everyone: the one who has done a good deed or a kind gesture, the one to whom it was intended, and also all those who witnessed it. This means that a good deed performed in a public place, automatically creates a domino effect and makes the day enjoyable for dozens of people!

down and the amount of negative emotions is reducing.

When this philosophy is practiced in business environment, it encoura­ ges the construction of high quality and strong relationships with the rest of the collective. For example, if your kindness makes your collea­ gue happy, the chances that he will be more productive at work shall increase.

For all these benefits, doing good deeds and acts of kindness is worl­

Helping others makes every­ one feels good, it stimulates creativity of team members to solve problems and requ­ ire them to find the most in­novative way to make nice someone else’s day. dwide recognized as an excellent opportunity for team building with a purpose of your team doing some­thing good and useful for the

It is believed that the phrase Random Acts of Kindness came up with American writer Anne Her­ bert in a restaurant in California in 1982 while she was writing a book “Random kindness and heartless beauty” on the placemat.

It is scientifically proven that all par­ ticipants in this chain experience an increased secretion of endorphins, the hormone of happiness, which is also a natural remedy for pain!

Also, there is a decrease in blood pressure, strengthening of the im­ mune system, the aging is slowing

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interesting

No one has ever regretted for being kind to another person. community and environment.

The challenges and tasks that are set before the teams shall support the creation and strengthening of relationships within the team mem­ bers while they compete who will help the greater number of people in a given time interval.

Helping others makes every­one feels good, it stimulates cre­a­ti­vity of team members to solve pro­blems and require them to find the most innovative way to make ni­ce some­ one else’s day.

Participation in this fun team building activities has multiple benefits: satisfied members of your team because they have done something good for someone else, strengthened relationships among team members, but also the satis­ faction of the person to whom the help was provided. The end result is that, afterwards, all the participants feel good and positive.

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Usage in practice – possible with apps, too As the technology of today is an important part of business life in all aspects, there are also numerous applications with a large number of ideas for these activities that can be installed on smart devices.

One of those envisages that the team is divided into two groups, which will compete with each other.

Tasks that are placed before the groups are diverse – ranging from the form of making fun videos, photos to textual contents - du­ ring which they collect a certain number of points. Each of them has a task of a good deed that involves researching the problems in a local community and solving those by doing good for them.

Each team needs to install the application, register under a certain name and open a base of tenth of challenges and tasks to be carri­ ed out in any order for a specific period of time. The teams shall investigate, negotiate, find the best and the most creative ways to fulfil philanthropic tasks and thus help

SEE Business Travel & Meetings magazine · September 2016

the neighborhood or people who need help. Types of tasks and chall­ enges are ranked from the simplest ones, such as, for example, help older people to carry heavy bags, to the more complex and deman­ ding ones, such as blood donation, which are worth more points.

As the teams solve problems and meet challenges, they collect points and climb up the scoring scale.

The winner, of course, is the team that completes the tasks in the shortest period and it gets the title of The Random Acts of Kindness Champion.

Ask yourself when was the last time you did something nice for the per­ son you do not know. Why? From the scientific point of view - it is good for your health. From the eco­ nomic point of view – it is free of charge. From the practical point of view – it is simple. From the social point of view – it makes the world a better place. It is with reason said “Be the change you wish for the world!” No one has ever regretted for being kind to another person.

Milica Novak

h o t e l

MujEn Apartmani na Kopaoniku

Neka vaši poslovni sastanci budu produktivniji MujEn Apartmani na Kopaoniku predstavljaju apartmanski kompleks koji čini apart hotel MujEn Lux, kao i vile MujEn Comfort i MujEn Classic. Vile predstavljaju spoj tradicionalnog i novog doba, sav­re­mene arhitekture i planinskog ambijenta koji je u potpunosti prilagođen kako aktivnom tako i pa­siv­nom odmoru poslovnih ljudi, sportista, rekreativaca i porodica. Ukupno 95 apartmana, sa 250 leža­ja, na raspolaganju su posetiocima Kopaonika tokom čitave godine.

Lideri uspešnih kompanija znaju da su poslovni sastanci produktivniji u prijat­ nom ambijentu i zdravoj okolini.

Zato biraju konferencijsku salu MujEn Lux-a za mesto svojih poslovnih susre­ ta i konvencija otvarajući im velika vrata kongresnog turizma.

Apart hotel MujEn Lux na Kopaoniku, organizatorima pruža visoko profe­ sionalno organizovanje raznih vrsta događaja - konferencija, kongresa, seminara, korporativnih svečanosti, prezentacija, sastanaka ali i raznih izložbi, manifestacija i performansa.

Učesnicima je na raspolaganju kom­ pletno opremljena konferencijska

sala čiji kapaciteti mogu ugostiti do maksimalno 100 učesnika.

Gosti imaju i mogućnost obezbeđenih transfera, radnih materijala, svečane ve­­čere, kulturno-umetnički, zabavni ili muzički program, kao i izlete u Novopa­ zarskoj i Raškoj oblasti uz mogućnost podrške na svim važnijim stranim jezicima.

Na raspolaganju je i Wellness & Spa centar za opuštanje u infracrvenoj i fin­skoj sauni, đakuziju, parnom k­u­­pa­ tilu, zatvorenom bazenu ili na tepida­ rujumu sa pogledom na dolinu.

Poslovni dan zaokružite prepuštanjem raznolikostima u MujEn restoranu uz

oda­brane autentične kulinarske spe­ cijali­tete sa pažljivo čuvanim tradici­ onalnim kulinarskim e­lementima.

Bogatim aromama, jedinstvenim uku­som jela koja slede svako godišnje do­ba, daje se posebna nota u ele­ gantnom ambi­jen­tu sa prelepim pogle­ dom na obronke Kopaonika. Restoran raspolaže sa 150 sedećih mesta.

· 95 apartmana · 250 ležaja · Konferencijska sala 100 učesnika · Restoran - 150 mesta za sedenje

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h o t e l

MujEn Apartments at Kopaonik

Make Business Meetings More Productive MujEn Apartments at Kopaonik are an apartment complex consisting of Apart Hotel MujEn Lux and villas MujEn Comfort and MujEn Classic. These villas are a combination of tradition and new age, modern architecture and mountain environment that is fully equipped for both active and passive vacation – business people, athletes, recreationists, or families. A total of 95 suites with 250 beds are available to visitors at Kopaonik all year round.

Successful company leaders know that business meetings are more producti­ ve in a pleasant setting and healthy surroundings.

That is why they choose the MujEn Lux’s conference hall for their busi­ness meetings and conventions, ope­ning the big door of MICE tourism for them.

Apart Hotel MujEn at Kopaonik offers event planners highly profes­sional orga­nization of different types of events – conferences, conventions, seminars, corporate celebrations, pre­sentations, meetings, as well as ex­hi­bitions, manifestations, and per­ formances. Partici­pants can use the

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fully equipped con­ference hall, whose capacities can ac­commodate up to 100 people.

Guests are also offered the options of transfer, working material, formal din­ ners; cultural, art, entertainment, or music programs; as well as day trips to Novopazarska and Raska regions with available support in all key languages.

There’s also the Wellness & Spa cen­ ter for relaxation in the infrared and Fin­nish saunas, hot tub, steam bath, indoor pool, or tepidarium with a val­ley view.

You can bring your busy day to a close by indulging in the diversity of the

MujEn restaurant with select auth­ entic culinary specialties made with ca­refully guarded traditional cooking components.

The rich flavors and unforgettable ta­ste of meals that complement the season give a special touch to the elegant setting with a beautiful view of Kopaonik’s slopes. The restaurant has a seating capacity of 150.

· 95 suites · 250 beds · Conference hall - 100 pax · Restaurant - 150 seats

p o j m o v a

AIPC Međunarodna asocijacija kongresnih centara – AIPC je profesionalno udruženje koje okuplja menadžere konferencijskih i izložbenih centara širom sveta. AIPC je posvećen podsticanju i prepoznavanju izvrsnosti u menadžmentu konferencijskih centara, dok istovremeno obezbeđuje sredstva za postizanje tako visokih standarda kroz istraživanje, edukaciju i programe umrežavanja. www.aipc.org ZigZag Integralni hotel ZigZag Integralni hotel je koncept baziran na više smeštajnih jedinica koje se nalaze na različitim lokacijama u strogom centru grada, u radijusu do 200 m. Uz recepciju i zajedničke prostore, u saradnji s eksternim partnerima ovi hoteli nude i doručak i na recepciji gostima punu podršku za što kvalitetniji boravak u gradu.

rečnik pojmova

r e č n i k

Random Acts of Kindness Random Acts of Kindness predstavlja činjenje dobrih dela za ljude koje lično ne poznajete. Ovaj pojam se od skoro našao i u praksi kompanija, pa se tako određene tim bilding aktivnosti mogu organizovati u smeru da se pomogne lokalnoj zajednici ili pak određenim udruženjima.

ICCA Statistics Report ICCA Statistics Report predstavlja godišnji statistički izveštaj koji izdaje ICCA, a u kojem se rangiraju države i gradovi na svetskom, ali i evropskom nivou prema broju održanih međunarodnih kongresa ali i broju učesnika koje su okupili.

European Business Awards European Business Awards bacaju svetlo na najinovativnije poslove, promovišući uspeh, inovativnost i etiku u Evropskoj poslovnoj zajednici.

Na 2015/16 Awards, EBA je okupio preko 32.000 organizacija iz 34 zemlje. www.businessawardseurope.com Millennials Millennials ili generacija Y se odnosi na generaciju između 1982. godine i 2004. godine koja se često povezuje sa tehnologijom i društvenim mrežama.

Omladinski turizam Omladinski turizam je novi, brzo rastući sektor u turizmu. Čine ga mladi turisti koji imaju tendenciju ka pronalasku jeftinijeg smeštaja (npr. hosteli), sa naglaskom na upoznavanje drugih ljudi i kultura, i sa fleksibilnim putnim rasporedom.

Odnos sa klijentima Odnos sa klijentima (Customer Relationship Management – CRM) odnosno upravljanje odnosima s klijentima je pristup upravljanju kompanije kroz interakciju sa sadašnjim i budućim kupcima. CRM pristup pokušava analizirati podatke kupaca i njihovu istoriju sa kompanijom, kako bi se poboljšali poslovni odnosi s klijentima/kupcima, s naglaskom na njihovo zadržavanje, a kako bi ostvarili rast prodaje.

Front office Front Office predstavlja jedan od najvažnijih odeljenja u hotelima, s obzirom da gost ostvaruje prvi kontakt direktno sa zaposlenima u ovoj službi.

Obaveza zaposlenih u front office-u jeste pružanje osnovnih informacija gostu, check in, check out, i sl., ali se najveća odgovornost ogleda u tome kakav će utisak ostaviti na gosta jer taj utisak može odrediti zadovoljstvo gosta.

Perinatalna medicina Perinatalna medicina je grana medicine koja proučava perinatalno razdoblje života, tj. od začeća do sedam dana nakon rođenja. U suštini ona objedinjuje akušerstvo i neonatologiju, kao granu pedijatrije.

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term dictionary

t e r m

d i c t i o n a r y

AIPC The International Association of Convention Centres - AIPC is the industry association for professional convention and exhibition centre managers world wide. AIPC is committed to encouraging and recognizing excellence in convention centre management, while at the same time providing the tools to achieve such high standards through its research, educational and networking programs. www.aipc.org ZigZag Integrated Hotel ZigZag Integrated Hotel is a concept based on multiple units that are located in different locations in the city center, within a radius of 200 m. With the reception and common areas, in cooperation with external partners, these hotels also offer breakfast and the reception offers full support to the guests, for a better quality of stay in the city.

Random Acts of Kindness Random Acts of Kindness represents doing good deeds for people who you do not personally know. From recently this term found its place and in the practice of company, so that some team building activities can be organized in the direction of helping the local community or certain associations.

ICCA Statistics Report ICCA Statistics Report is an annual statistic report published by ICCA, which ranks countries and cities on worldwide and Euorpean level according to the number of held congresses and a number of participants which they gathered.

European Business Awards European Business Awards has been shining a light on the most innovative businesses on the continent by promoting success, innovation and ethics in the European business community. In 2015/16 Awards, the EBAs engaged with over 32,000 organisations in 34 countries. www.businessawardseurope.com Millennials A Millennials or Generation Y, refers to the generation born between 1982 and 2004 which is often associated with technology and social media.

Youth tourism Youth Tourism represents a new and fast growing sector in the tourism industry. It consists of young travellers which have preference for budget accommodation (hostels), emphasis on meeting other travellers and cultures, with flexible travel schedule.

Customer Relationship Management Customer Relationship Management – CRM, more precisly customer relationship management approach to managing the company through interaction with current and future customers. CRM approach attempts to analyze the customers data and their history with the company, in order to improve business relations with clients / customers, with an emphasis on their retention and to achieve sales growth.

Front office Front Office is one of the most important departments in hotels, considering that the guests make the first direct contact with the employees of this department. The obligation of employees in the front office is to provide the basic information, check in, check out, etc., but the greatest responsibility lies in the fact what impresion will they leave at the guest, because that impression can determine guest satisfaction.

Perinatal Medicine Perinatal Medicine is a branch of medicine that studies the perinatal period of life, that is, from conception to seven days after birth. In essence it combines obstetrics and neonatology, as a branch of pediatrics.

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SEE Business Travel & Meetings magazine ¡ September 2016

Da li st e z na l i ?

ZANIMLJIVOSTI

ZANIMLJIVOSTI

ZANIMLJIVOSTI

ZANIMLJIVOSTI

Da li biste šetali staklenom pešačkom stazom?

1.

Poslednjih godina u Kini je sve zastupljeniji trend izgradnje pešač­ kih staza na jako velikim visinama.

Najnovija staklena pešačka staza izgrađena je na vrhu litice na Tjanmen planini u provinciji Hunan. Staza je duga 100 m a široka 1,6 m i nosi ime Krivudavi zmaj. Posetiocima ova staza za nešto više od stotinak koraka pruža čak 99 skretanja, a oni najhrabriji mogu da zabeleže nezaboravne fotografije.

Uz novu stazu, planina Tjanmen je dom još dve staklene staze, kao i mosta koji je dug 430 m a koji se nalazi na visini od 300 m.

2.

Hotel sa adresama u dve države!

Hotel Arbez je hotel koji se nalazi na dve adrese i to u dve različite drža­ ve, tačnije u Francuskoj i Švajcarskoj. Hotelska zgrada se nalazi na grani­ ci još od 1682. godine. Jedan lokalni biznismen je pre stupanja na snagu sporazuma između Francuske i Švajcarske odlučio da sagradi građevinu koja se nalazi na obe strane granice. Tako je na francuskoj strani otvorio kafić, dok je na švajcarskoj strani otvorio gostionicu. Džuls Džozef Arbez je 1921. godine otkupio zgradu i pretvorio je u hotel. Hotel je i danas u vlasništvu iste porodice i gotovo svaka soba podeljena je granicom, a u restoranu se služe tradicionalna francuska i švajcarska jela.

3.

Hobitska kuća u Rumuniji Na području Transilvanije izgrađena je „kuća iz bajke”, koja je stekla ogromnu popularnost pošto je, kako se navodi, slična domu Hobita iz istoimenog filma. Kuća je izgrađena od organskih materijala i bez ima­ lo upotrebljene boje i laka. Do kraja godine, par u čijem se vlasništvu nalazi kuća, planira da u okviru kompleksa otvori restoran u kome će služiti samo lokalnu organsku hranu, a nadaju se da će jednog dana od svog doma stvoriti hotel. Hobitska kuća se nalazi na 40 km od grada Sibiu, a meštani su je prozvali Glinenim dvorcem iz bajke.

Da li ste spremni za vrtoglavu avanturu?

Krajem juna 2016. godine u Los Anđelesu je na najvišoj zgradi otvoren stakleni tobogan.

Tobogan nosi ime Skajslajd, a sagrađen je između 69. i 70. sprata zgrade US Bank Tower, najviše zgrade u Los Anđelesu i sedmog najvišeg obla­ kodera u SAD-u. Tobogan je dužine oko desetak metara, a povezuje dva nivoa objekta i izgrađen je od jakog, ali providnog materijala. Učesnici koji skupe hrabrost da se spuste niz ovaj tobogan imaće osećaj da lete.

Inače, izgradnja ovog tobogana koji se nalazi na 280 m iznad zemlje, počela je u martu i predstavlja početak renoviranja cele zgrade.

4.

Vožnja staklenim vozom!?

5.

Novi voz futurističkog dizajna sa vagonima koji podsećaju na staklene cevi uveden je u Japanu, tačnije u Tokiju. Ovaj voz će umesto zidova imati veli­ ke staklene prozore, koji će pružati putnicima prelep pogled na pejzaže.

Takođe, i kabina vozača je urađena u staklu tako da se i spolja može videti kako izgleda. Ulaznica za voz sa jednim obrokom košta 126 evra, dok bez obroka iznosi 76 evra. Uz kupovinu karte putnici imaju i popust za posetu Nacionalnom parku Joho.

Za putnike dubljeg džepa, koji žele da uživaju u vožnji u trajanju od 8 noćenja cena iznosi 3.071 evro po osobi.

SEE Business Travel & Meetings magazine · septembar 2016

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DI D YO U K N OW ?

INTERESTING

1.

INTERESTING

INTERESTING NEWS

INTERESTING NEWS

Would You Take a Walk Down a Glass Path?

China is seeing an increase in the trend of walking paths being built at extremely great heights. The latest glass path is located on a cliff top of the Tianmen Mountain in the Hunan province. The path is 100 m long and 1.6 m wide, and it’s known by the name of Coiling Dragon.

In a little over a hundred steps, the path offers as many as 99 turns to visitors, and the bravest ones can capture quite unforgettable photos.

In addition to the new path, the Tianmen Mountain is home to two more glass paths, as well as one bridge that is 430 m long and lies at an altitude of 300 m.

Hotel with Addresses in Two Countries!

The Hotel Arbez is a hotel located at two addresses in two different coun­ tries, in France and Switzerland. The hotel building has been located on the border since 1682. A local businessman decided to build a building that is located on both sides of the border before the agreement signed between France and Switzerland came into force. On the French side, he opened a cafe, while the Swiss side served as grounds for an inn. Jules-Joseph Arbez bought the building in 1921 and turned it into a hotel. Today, the hotel is still owned by the same family, and nearly every room is divided by the border, while the restaurant serves traditional French and Swiss cuisines.

2.

Hobbit House in Romania The territory of Transylvania has seen the construction of a “fairy tale house”, which has gained immense popularity because it – as described – holds simi­ larity to the home of hobbits from the eponymous film. The house was built from organic materials and without any use of paint or varnish.

By the end of the year, the couple who owns the house is going to open a res­ taurant within the complex that is going to serve only locally sourced organic food, and they hope that one day they will turn their home into a hotel.

The hobbit house is situated 40 km from the city of Sibiu, and the locals have dubbed it the Clay Fairy Tale Castle.

3.

Are You Ready for a Dizzying Adventure?

At the end of June 2016, Los Angeles saw a glass slide open at the top of its tallest building. The slide is named Skyslide, and it was built between the 69th and 70th floors of the US Bank Tower building, the tallest building in Los Angeles and the seventh tallest skyscraper in the United States. The slide’s length is about 10 m, and it connects two levels of the building; the construction itself involved use of strong but transparent material. Participants who muster the courage to descend down the slide will feel like they are flying. The construction of the slide located at 280 m above ground began in March and marked the beginning of the renovation of the whole building.

4.

Glass Train Ride?

5.

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A new train in futuristic design with wagons that resemble glass tubes has been put into operation in Japan, specifically Tokyo. The train will have large glass windows instead of walls, which will provide passengers a beautiful view of the landscape.

Also, the driver’s cabin is made of glass so that the outside can be seen, as well.

The train ticket for a ride with one meal costs EUR 126, while the no meal ticket stands at EUR 76. When they purchase a ticket, passengers receive a discount on a visit to the Yoho National Park. For passengers with deeper pockets who want to enjoy the ride for 8 overnights, the price is EUR 3,071 per person.

SEE Business Travel & Meetings magazine · September 2016

SEE Business Travel & M eetings magazine · septembar 2016 / S eptember 2016 / broj 22 / No. 22

Specijalizovani časopis za poslovna putovanja i kongresni turizam Jugoistočne Evrope Specialized magazine for business travel and meetings industry of South East Europe Broj 22 / septembar 2016 / No. 22 / September 2016 www.SEEbtm.com

tema broja:

Odnos sa učesnicima – ključna stvar za uspeh događaja

CRM:

Ko je odgovoran za (ne)zadovoljnog klijenta?

Top 4 veštine:

Šta čini dobrog recepcionera?

cover story:

Customer relationship – key point for event’s success

CRM:

Who is Responsible for a (Dis)Satisfied Customer?

Top 4 skills:

What Makes a Good Receptionist?