INTEGRATED QUALITY MANAGEMENT IN TOURISM DESTINATIONS:
A KEY TO COMPETITIVENESS
23 -24 June, 2016
Palace of the Parliament, Bucharest, Romania
Master of Ceremony
Laura Dragomir, TV Moderator at Travel Mix Channel
Taleb Rifai, Secretary General, UNWT
Costin Grigore Borc, Deputy Prime Minister, Minister of Economy, Commerce and Relations with the Business Environment of Romania
Cristina Pașca Palmer, Minister of Environment, Water and Forests
Claudiu Vrinceanu, State Secretary, Minister of Economy, Commerce and Relations with the Business Environment of Romania
Anca Pavel-Nedea, President of the National Authority for Tourism of Romania
Keynote: Esencan Terzibasoglu, Programme Director for Destination Management and Quality, UNWTO
Han Yan, Deputy Secretary General of Word Tourism Cities Federation (WTCF), China
Maricruz Cádiz, Technical Director, Instituto para la Calidad Turística Española (ICTE), Spain
Mounsif Taybi, Chief of Service of Regulation, Development and Quality, Ministry of Tourism, Morocco
Claudia Tapardel, Member of European Parliament
Maria Grapini, Member of European Parliament
Nicolaie Moldovan, City Manager of Alba Iulia, Transylvania
Zrinka Badurina, Marketing Manager, Tourist Board of Mali Lošinj, Croatia
Mircea Vergheleț, Director of the National Park “Piatra Craiului”, Romania
László Puczkó, CMC, Director, Xellum Ltd. Budapest, Hungary
Ahuva Zaken, Senior Deputy Director General and Head of the Tourism Services Administration, Israel Ministry of Tourism
Rakefet Levy, Director, Tourism product control and Information offices, Israel Ministry of Tourism, Israel
Bruce Redor, Senior Associate (Europe, Middle East & Africa), GainingEdge, France
Calin Ile, Hotel Manager in Accor Group and President of Romanian Federation of Hotel Industry, Romania
Caroline Fernolend, Director “Mihai Eminescu” Trust, United Kingdom
Keynote: Victor Gorga, Director for Tourism, Grupo Inmark, Spain
Ana Sipciu , Google Romania
Michael Kessler, VP of Global Sales, Review Pro, Spain
SESSION 1: A Strategic Approach to Integrated Quality Management in Tourism Destinations
YAN Han graduated as a bachelor of management from the Administration Department of University of International Relations in 2000, majored in international politics at the School of International Studies, Peking University from 2003 and 2008, and obtained a master's degree in law from Peking University. He pays continuous attention to and looks into international non-governmental organizations and cross-cultural communication.
As one of the WTCF's founders, he has maintained good communication relations with international tourism cities and travel agencies. As the executor, he organized Inauguration Ceremony of the WTCF and the WTCF Beijing Fragrant Hills Tourism Summit from 2012 to 2015. In May 2013, he attended the UN Roundtable on “Sustainable Urban Development and Tourism” at the Headquarters of the United Nations in May 2013. He has promoted the friendly exchanges and industrial cooperation between Chinese tourism cities and travel agencies, and those in Europe, America and Africa. In September 2013, he was elected by the WTCF Council as Deputy Secretary-General of the WTCF.
MBA by the Centre for Financial Studies in Madrid and Communication Degree by the University of Valencia, she obtained also a postgraduate Diploma in International Relations by the International Studies Society and in Cooperation for Development by the Diplomatic School of Madrid. She works at the Spanish Institute for Quality Tourism, where she is the Technical Manager since 2008. She is in charge of promoting and coordinating national and international standards development on tourist quality services. She also manages the audit and certification process of the Spanish tourist quality mark “Q of Quality”. She speaks English, German, French and Spanish.
M. TAYBI Mounsif est diplômé en Marketing Stratégique et Management Commercial à l’Université Mohammed V Souissi-RABAT.
Il a travaillé en 2007 au sein du bureau de conseil IL Consulting avant d’intégrer le Ministère du Tourisme en 2008 en tant que chargé du développement des activités touristiques au sein de la Direction de la Réglementation du Développement et de la Qualité.
Depuis 2011, il est Chef du service développement et réglementation des activités touristiques au sein de la même direction, où il supervise plusieurs études stratégiques sur le secteur touristique (Etude portant sur la qualité dans les établissements d’hébergement touristique, Etude sur la Qualité de l’expérience touristique au Maroc, Etude portant sur la mise en place d’un dispositif de soutien du développement des PME dans le secteur touristique, Etude sur la création d’un modèle de distribution efficient dans le secteur du tourisme,…), aussi, il participe dans la refonte et l’actualisation des lois encadrant les différentes activités touristiques.
Nicolaie Moldovan este City Managerul Municipiului Alba Iulia. Este licențiat în științe politice și a absolvit un masterat în managementul serviciilor publice. Lucrează de peste 14 ani în administrația publică locală, fiind specializat în dezvoltare comunitară susținută cu fonduri internaționale și naționale. Deține o bogată experiență în managementul elaborarii și implementării de proiecte nerambursabile adresate atât sectorului public, cât și privat (peste 120 de proiecte aprobate și 40 de proiecte coordonate în calitate de manager), în special neguvernamental, susține traininguri în project management, este autor și coautor a mai multor strategii și studii suport pentru dezvoltare urbană la nivel local sau intercomunitar. În Primăria Municipiului Alba Iulia, coordonează activitățile Direcțiilor economică, venituri, programe, a Serviciilor juridic, resurse umane, relații internaționale, relația cu societatea civilă sau cu mediul de afaceri. Administrează contractele și asocierile autorității locale cu Banca Mondială, Agenția de Rating Moody’s sau cu diverse rețele transnaționale specializate în dezvoltare durabilă, afaceri europene sau promovare turistică. Este preocupat de implementarea strategiei de city branding a orașului și creșterea reputației Municipiului Alba Iulia, în plan național și internațional, ca o destinație de turism și servicii conexe.
Session 2: Implementation of Quality at Specialized Destinations
Zrinka Badurina has been working as a Marketing Manager at the Town of Mali Lošinj Tourism Board for 6 years. Together with the former director Đurđica Šimičić and in cooperation with the Town of Mali Lošinj, she implemented the concept of destination management. In addition to the quality, measurable results, innovation and creativity, synergy and partnership are the core foundations of her work. Her main guiding principles include cooperation and a multidisciplinary approach in creating and developing projects. Recently, the Board’s project "Fragrances and Tastes of Lošinj", which is based on the tradition of health and biodiversity of the archipelago, has made to the finals of the 2015 UNWTO Awards in the category of Excellence and Innovation in Tourism.
Forest engineer, graduated in 1993 the Forestry Faculty of the Transylvania Brasov University
After several years of forest management activities, starting with 1999 he was involved in nature conservation, contributing to the creation of the Piatra Craiului National Park Administration, one of the first 3 in the Romanian Carpathians, within a GEF World Bank financed project. Then, for 6 years he coordinated the PAs administrations with the National Forest Administration (22 national and nature parks).
Presently, he is the Director of the Piatra Craiului National Park Administration, president of the Romanian Association of Protected Areas Administrations, head of the Steering Committee of the Carpathian Network of PAs (CNPA), developed under the Carpathian Convention and a member of the IUCN World Commission on Protected Areas.
Senior Deputy Director General and Head of the Tourism Services Administration in the Israel Ministry of Tourism.
Responsible for overseeing tourism facilitation, the development of a high level of standardization and also for the inspection of sites, hotels and the varied services including the licensing of guides. Also heads of various committees under the auspices of the Ministry of Tourism such as: Chairman of Tourist events, boards of ethics exc... Has a Bachelor of Education degree and a Master’s degree in Tourism Planning and Management.
Director, Tourism product control and Information offices in the Israel Ministry of Tourism.
Responsible for control activities aiming at improving the quality of tourism services.
Managing the Ministry's information offices including producing advertising materials to be provided to tourists visiting Israel.
Supervising tourism facilities, attractions and hotels on a regular basis, in order to control quality of tourism product and services.
In addition, coordinating the hotel classification project, based on the European Hotel star system. Member of various committees under the auspices of the Ministry of Tourism such as “development tourism infrastructure.
Has a Bachelor of Education degree and a Master’s degree in Government & public policy
Based in Paris, Bruce Redor is an Anglo-American who has seen his international career develop over a 25-year period in a variety of sectors within the hospitality and services industries. He has led several consulting projects across Europe, Russia and South Africa.
Bruce has Master's degree from U.C. Berkeley and came to France as Director of Marketing at the American Hospital of Paris. He then joined the CEGOS Consulting Group in Paris, leading projects in strategic planning and marketing for multi-national corporations.
Bruce was a member of the management team that built and operated EuroDisney in Paris, where he set up and ran the successful business unit for meetings and incentives: Disneyland Paris Business Solutions. He was also the CEO of the Lyon Convention and Visitors Bureau, where he was instrumental in turning the city into one of Europe's leading business-travel and leisure destinations.
I have started my career in tourism in 1995, once I graduated tourism faculty within Academy of Economic Science in Bucharest.
First job was at Continental Hotels Group one of the main local player in hospitality, where in 2 years I was promoted in position of Executive Manager at a 4 star hotel in Bucharest, being at that time one of the youngest managers in the market.
In 2001, I was hired by Accor, where I have been activated in various managing position in openings and operating IBIS hotels or being CSR responsible for Accor Hotels Romania.
I completed my education with stages at Hotel School den Hague in 1998, and many others at Accor Academy in Paris.
In 2011 I have been awarded with the prize of Best Hotelier of the Year – by Hospitality Forum, being the first local GM chosen after a series of expat GM’s, working in Romania.
In 2011 and 2012 I had a good collaboration with Tourism University in ASE, having the honor to teach a class of students in Destination Management.
In December 2015 I have been elected as president of FIHR – Romanian Hoteliers Association with the declared objective to support the development of Romanian Tourism.
Caroline Fernolend, 53, was born and raised in Viscri, Brașov County, and she is Vice-President of the Mihai Eminescu Trust (MET). Together with her team, during the last 16 years, she has implemented over 1.200 projects, restoring cultural heritage, revitalizing rural communities and developing sustainable, cultural tourism.
With a background in education and finance, her core interest is to encourage and support communities in Transylvania in raising their living standards by protecting and valorizing the local cultural and natural heritage.
Besides her activity with the MET, Caroline is also an Associate Expert for the Council of Europe, specifically pertaining to the FARO Convention on the Value of Cultural Heritage for Society, and has been a local councilor for City Hall in Bunești, Brașov County between 1992 and 2016, when she was elected as Brașov County councilor. Recently she started working as a consultant for the Romanian Ministry of Culture and is currently involved in defining and implementing the national strategy for historical monuments.
Session 3: Marketing Quality
Victor Gorga is considered a main international reference in tourism quality, having designed and directed most of the Spanish Tourism Quality Plan, pioneering case study in generating an international trend in favor of quality tourism. He has also advised the tourism quality schemes in Peru and Colombia. He and his team have advised more than 40 destinations and 1.600 large and small organizations, such as hotel companies, tour operators, restaurants, airlines, land transportation, ski resorts, camp sites, rural tourism companies, etc.
Former President of the International Committee of the International Standardization Organization ISO for Tourist Accommodation and member of the European Normalization Committee CEN, Gorga is a member of the Association of Scientific Experts in Tourism and founding member of the Tourism Consulting Association of Spain. Lecturer and Professor, has several books and articles to his credit.
Gorga has held management positions in Maritz Travel, Travelplan, Condor Vacaciones, Marsans Group, InterContinental Hotels and Resorts, Ritz Hotel, Golden Tulip Worlwide, Novotec and LEO Partners. He treasures great knowledge of management, marketing and operation of tourism activities, has large consulting experience focused on innovation management, planning, positioning, competitive intelligence and experiential marketing and a thorough knowledge of countries comprising the Americas, Europe, the Maghreb and the Middle East.
Ana Sipciu is an Industry Manager for Google, working with Romanian companies that address to international markets. Ana joined Google after working for more than 10 years in all areas of digital, from content strategy, publishing and web development to online media and advertising. She is dedicated to helping the Romanian travel industry grow through better use of digital tools.
Michael is the VP of Sales at ReviewPro, the leading provider of Guest Intelligence solutions to independent hotel brands worldwide. He is responsible for leading and developing the global sales growth of the company’s solutions within the hospitality industry.
Michael has more than 15 years experience building effective sales organizations in competitive markets and fast growing businesses within the software industry. Prior to ReviewPro, Michael was the VP of Sales at NTR Global.
An experienced speaker and panelist, Michael frequently participates at key hospitality industry events and conferences, including Horeca, AHC, Travelclick Academy & Digital Travel Conferences.