MIM115

The European meetings and incentive travel magazine for corporate plannersIn exclusive partnership with EUMA, the European Management Assistants Association

115

Interview

steenjakobsenWonderful Copenhagen

special feature

sustaInabIlIty destination

south afrICa

MIM Europe magazineAfgiftekantoor-Bureau de dépôt: 2800 Mechelen 1Published 4 times a year: February, May, August, NovemberEdition May 2011

5383

MIM magazine, The European meetings and incentive travel magazine for corporate plannerswww.mimmagazine.eu

Distribution+ MIMmagazine is a pan-European magazine+ Circulation of 5,000 copies+ Audience control pending (end 2011)1)

ReadershipThe readership of MIMmagazine consists of three buyer groups:+ The corporate readership, highly

qualified decision makers within the larger companies in Europe and its capital city Brussels: 58%

+ The members of EUMA, the only pan-European professional organisation for Management Assistants (1,600 European members): 32%

+ The European Meetings Industry, interna-tional professional agencies (PCO’s, Incentive Houses, Event Agencies): 10%

Corporate readership+ Senior Management: 20% Management: 28% Management Assistants: 33% HR + Training: 2% Purchasing: 3% PR & Coordination: 2% Travel Coordination Managers: 3% Communication Managers: 3% Meeting Planning Corporates: 6%+ Members of EUMA All top level Management Assistants with buying or influential power+ Professional agencies The senior level of management of the PCO’s, Incentive Houses, and Event Agencies

PROFILE

RATES 2011MagazinePublicity Size Publicity Advertorial Covers2/1 4,000€ 5,000€ +15% surcharge of 1/1 page publicity1/1 2,500€ 2,700€ 1/2 1,500€ 1,700€

Destination reports 4 pages 6 pages 8 pages 12 pages Within the magazine 6,500€ 8,500€ 10,000€ 12,000€ Loose supplement / / 12,000€ 14,000€

OnlineSmall banner 400€ /monthBig banner 600€ /monthPreferred partners 350€ /monthEmailing 2,500€Special feature in MIM E-zine 1.600 €Your logo in the HQ monthly E-zine 650€

Note: Agency commission to be added. Prices do not include VAT.

Info: Contact us for tailor-made proposals:[email protected]

PLANNING 2011MIM Publication Topics AdditionalIssue Date Distribution MIM 114 March Special European Union Edition EMIFMIM 115 May Sustainability IMEXMIM 116 September Incentive Special EUMA ConferenceMIM 117 November Meeting innovations EIBTM (technology, social media, design, etc.)

Each issue includes a cover interview, a special feature and destination reports.

MIMmagazine publishes a monthly E-zine, including the following subjects: Meetings profession, Events & fairs, Destinations, Venues, Hotels

All you need to know about MIM magazine

10%

58%32%

33% 28%

20%

6%

3%3%3%

2%2%

High Quality+ Pan-European magazine in English+ High-level editorial content+ Experienced international staff+ Audience control pending+ Listed in Media Marketing reference book+ Unique in-depth destination report

Meetings Industry in-depth information provider

+ Regular surveys held among the readership+ Significant statistics published on a regular basis thanks to partnerships with International Meetings Industry organisations.+ Organisation of round tables within the Meetings Industry+ Contacts with Trade Associations on European level (EFAPCO, MPI, SITE)+ Participation at the major international trade fairs such as IMEX, EIBTM, EMIF

European Partnership+ Long-term partnership with EUMA, the pan-European professional association of Management Assistants with decision or influential buying power.+ Total of European members: 1,600

Sustainability + Printed on FSC paper+ Magazine also available online+ Creation and support of the Meetings Forest (www.mimmagazine.eu > Meetings Forest)

UNIQUE SELLING POINTS

Meetings Forest

5383

MIM magazine, The European meetings and incentive travel magazine for corporate plannerswww.mimmagazine.eu

Distribution+ MIMmagazine is a pan-European magazine+ Circulation of 5,000 copies+ Audience control pending (end 2011)1)

ReadershipThe readership of MIMmagazine consists of three buyer groups:+ The corporate readership, highly

qualified decision makers within the larger companies in Europe and its capital city Brussels: 58%

+ The members of EUMA, the only pan-European professional organisation for Management Assistants (1,600 European members): 32%

+ The European Meetings Industry, interna-tional professional agencies (PCO’s, Incentive Houses, Event Agencies): 10%

Corporate readership+ Senior Management: 20% Management: 28% Management Assistants: 33% HR + Training: 2% Purchasing: 3% PR & Coordination: 2% Travel Coordination Managers: 3% Communication Managers: 3% Meeting Planning Corporates: 6%+ Members of EUMA All top level Management Assistants with buying or influential power+ Professional agencies The senior level of management of the PCO’s, Incentive Houses, and Event Agencies

PROFILE

RATES 2011MagazinePublicity Size Publicity Advertorial Covers2/1 4,000€ 5,000€ +15% surcharge of 1/1 page publicity1/1 2,500€ 2,700€ 1/2 1,500€ 1,700€

Destination reports 4 pages 6 pages 8 pages 12 pages Within the magazine 6,500€ 8,500€ 10,000€ 12,000€ Loose supplement / / 12,000€ 14,000€

OnlineSmall banner 400€ /monthBig banner 600€ /monthPreferred partners 350€ /monthEmailing 2,500€Special feature in MIM E-zine 1.600 €Your logo in the HQ monthly E-zine 650€

Note: Agency commission to be added. Prices do not include VAT.

Info: Contact us for tailor-made proposals:[email protected]

PLANNING 2011MIM Publication Topics AdditionalIssue Date Distribution MIM 114 March Special European Union Edition EMIFMIM 115 May Sustainability IMEXMIM 116 September Incentive Special EUMA ConferenceMIM 117 November Meeting innovations EIBTM (technology, social media, design, etc.)

Each issue includes a cover interview, a special feature and destination reports.

MIMmagazine publishes a monthly E-zine, including the following subjects: Meetings profession, Events & fairs, Destinations, Venues, Hotels

All you need to know about MIM magazine

10%

58%32%

33% 28%

20%

6%

3%3%3%

2%2%

High Quality+ Pan-European magazine in English+ High-level editorial content+ Experienced international staff+ Audience control pending+ Listed in Media Marketing reference book+ Unique in-depth destination report

Meetings Industry in-depth information provider

+ Regular surveys held among the readership+ Significant statistics published on a regular basis thanks to partnerships with International Meetings Industry organisations.+ Organisation of round tables within the Meetings Industry+ Contacts with Trade Associations on European level (EFAPCO, MPI, SITE)+ Participation at the major international trade fairs such as IMEX, EIBTM, EMIF

European Partnership+ Long-term partnership with EUMA, the pan-European professional association of Management Assistants with decision or influential buying power.+ Total of European members: 1,600

Sustainability + Printed on FSC paper+ Magazine also available online+ Creation and support of the Meetings Forest (www.mimmagazine.eu > Meetings Forest)

UNIQUE SELLING POINTS

Meetings Forest

Online Booking SolutionMeetings designed your way

Organise your meeting in just a few clicks :- Your quotations online within 24 Hours- Immediate booking

A ToolboxTo organise your events step by step

Targeted offers for all your events- Meet With Us- Convention Network- Incentives With Us

News and PromotionsTo benefit from our best special offers

More benefits with A club Meeting Planner !Check our website : www.a-club.com

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general > editorial

IntervIewSteen Jacobsen 14 specIalfeatureSustainability 18 specIaldestInatIonSouth Africa 26

COLOPHON

CONteNtS

HQ magazine sets great store by sustainable development and therefore chose responsible FSC® certified paper which comes from a controlled source. More info: www.fsc.org ® FSC, A.C. FSC-SECR-0045

Missing a clear blue skyCan you imagine there are people in this world that almost never see a clear blue sky? Sometimes I get the feeling I have to give the sustainability theme (in this case the ‘environment’ theme) a rest, because so much has been written about it already. But suddenly you get confronted with a call for help from people longing for one of the most natural things on this planet: blue skies. Here’s the story.Last April, I had the chance to attend It&CM China in Shanghai and then continued my journey to Hong Kong and Macau. When I took a look out of my 26th floor hotel window on my first day in Hong Kong, it seemed as if the city was covered with dust. twenty years ago I was baffled by the beauty of Hong Kong and the vast number of its high buildings. this feeling was far less overwhelming this time. My next stop was Macau, a totally new destination to me. And to be fair: it looked just like that: simply new. I saw hotels so shiny I couldn’t start to describe them. Splendidly restored historical Portuguese buildings were everywhere, in a wide variety of bright colors. Before, I had a totally different idea of Macau: a dusty, worn out gambling den. Macau boasts everything you need… except maybe a clear blue sky.China has a major battle to win: giving its inhabitants a beautiful sky and healthy air to breathe again. they’ve built quite enough buildings for now. And to the organizers of It&CM China, I would like to say: ‘Promoting China to the World and the World to China’ means that you also have to talk about ‘Sustainability in China’.

www.mimagazine.eu marcelsblog.typepad.com

Marcel a.M. VissersOwner - editor in chief

GeneraleUMA 8Bedouk MC&It 11Quality track 12

destInatIonsGhent 34Biarritz 38Morroco 41

MIM magazine iS tHE EuRopEAn MAgAzinE FoR tHE MEEtingS induStRy. it iS publiSHEd 4 tiMES A yEAR by MEEting MEdiA CoMpAny bVbA/SARl, witH A CiRCulAtion oF 5000 CopiES.

editor in ChiefMarcel A.M. Visserst: +32 (0)3 226 88 [email protected]

Managing directorCécile Caiati-Kocht: +32 (0)2 761 70 [email protected]

account Manager - International salesKelvin lut : +32 (0)761 70 [email protected]

Managing editorRémi dévét : +32 (0)761 70 [email protected]

editorRose Kelleher

address59, rue René declercq b - 1150 brussels (belgium)t: +32 (0)2 761 70 50 F: +32 (0)2 761 70 51 www.mimmagazine.eu

publisherMeeting Media Company Marcel A.M. Vissers Mechelseplein 23, bus 1b - 2000 Antwerpen (belgium)www.MiMmagazine.eu

designwAllRuS advertising, Kortrijkt: +32 (0)56 24 94 [email protected]

printingCartim - destelbergen

e d i t o r i a l

in exclusive partnership with

European Management Assistants Association.

THE MORE INTENSE THE EXPERIENCETHE MORE PRECIOUS THE MEMORY

Here you see everything at its most beautiful, your experience is intense. Whether it’s a gala diner, a party, an exhibition, a presentation, an

awards ceremony or a convention, our enormous ballroom with spellbinding LED lighting will make it an unforgettable experience. With our panoramic views and delicious catering,

the RAI Elicium also adds unprecedented allure and elegance to all your meetings and trainings. Sustainability comes first! For example our hypermodern renewable energy

system stores excess heat and cold in the fl oors for later use.

I’d love to give you a tour at www.rai-elicium.nl

Amsterdam RAI Convention Centre | [email protected] | +31 20 549 17 22 | www.rai.nl

It’s always a pleasure to return to Antwerp and to write about the possibilities of the many geographic meeting and incentive areas of Antwerp. Organisers can choose from a selection of four major meeting areas or clusters. One of these is the famous boulevard de Keyserlei in the neighbourhood of Central Station.

Corporate events in De Keyserlei Davy Verbeke of Antwerp Catering has got a clear vision about corporate events: ‘A company event doesn’t have to be expensive to be an unforgettable success. And it’s not just for a happy few, any company can organise an event without spending a lot of money. In our group we have not one but five venues located alongside the historical ‘de Keyserlei’. That alone warrants nostalgia. Organising a party on ‘de Keyserlei’ is like a party in itself.’ And how else can this be done but with the help of Antwerp Catering? www.antwerpcatering.com

• Cluster 1 ‘t eilanDje (the islanD) see MIM112 about the new meeting cluster around the city museum MAS.

• Cluster 2 De singel area see MIM 114 about the meeting possibilities alongside Antwerp’s ring road.

• Cluster 3 the station area

in February 2012 (just before eMiF), MiM europe magazine will report about perhaps the most promising meetings and incentive oriented cluster in antwerp. special attention will be given to the newly restored Central station, the new planned congress centre and the historical ‘de Keyserlei’.

• Cluster 4 Downtown antwerp to be published in February 2013.

the grooviest bar in antwerpIn addition to Restaurant Andersen, Frituur Oud België, Bier Central, Kelly’s Irish Pub, Antwerp Catering runs The Popcorn, maybe the grooviest bar in town, famous for its 70s atmosphere, disco and 80s parties with retro DJs. Try the many cocktails, or relax with a glass of wine. Saturday Night Fever is back... every day. And especially so for companies! www.thepopcorn.be

teasing antwerp the station area

Antwerp Central de Keyserlei the Popcorn

At the end of 2013 we will publish a vip special antwerp with an update on the four clusters. More than 20 pages filled with colourful ideas for meetings and incentives in the Schelde City! a special for very special organizers!

MiM 8

2011 euMa ConferenCe in ZürichA sustainable event in a sustainable city

taking responsibility for the environment. zurich is actively engaged in promoting sustainable tourism. the quality of the drinking water in the city’s 2,000 or more drinking fountains, the clean waters of lake zürich and the River limmat, fresh air and beautiful countryside must be preserved for our descendants. Read now how zürich is promoting sustainability for events and tourism in general.

eUMA (european Management Assistants) is hosting the next Annual Conference in Zürich on 7 October 2011, and the planning committee has committed to a sustainable event organization to make the difference in implementing many ideas for conserving and restoring resources and adding value to the local economy.

Planning the event • the members of the planning commit-tee meet once a month, hosting the different meetings in their compa-nies facilities and only using phone conference.and/or public transport. Switzerland has a unique train network with very convenient and affordable yearly subscriptions for 50% reduc-tions on nearly all public transports

• All planning documents exchanged via email, reducing paper waste to a maximum

• Conference venue Swissôtel Zürich

Oerlikon close to Zürich Oerlikon train station with regular 5 minutes train con-nections to Zürich city and 10 minutes to Zürich international airport

• each conference participant will be provided with a Zürich city 3 days public transports pass

Presenters, Publicity, registration • Local presenters, experts and trade partners identified to publicize and promote local talents and avoid as well large travel ways.

• All information, proceedings, resources and presentations gathered and publicized via email and webpage www.euma.org or www.eumaconference.ch

• Online registration provided through local Conference partner

• Use of waterbased and non-toxic markers on reusable white boards, so far possible

• Selection of different hotels with easy public transport access

Food Service • Discussing with local caterer to use local organic and seasonal sources of food and beverages.

• Closely estimate food amounts through a careful head count to minimize waste!

• Using reusable tablecloths, napkins, plates, flatware and beverage container

Site amenities and program • Decoration: Select live plants and natural materials or flowers. Raffle off plants to participants or donate to presenters, planning committee members, etc

• Name tags: Ask participants to recycle tags at the end of the event

Pre- and post-conference tours • Walking discovery tour in Zürich city • touristic tours in the marvelous surroundings of Swiss lakes and mountains around Zürich

© a

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MiM 9

international quality network of management support professionals > www.euma.org

EuMAeUropean Management Assistants, eUMA, is the only europe-wide quality network of top management assistants who focus on their self-development and professional evolution, and reflect on the future of their profession. the association is a non-profit association, has no political aims and does not engage in political or trade union activities. eUMA provides a forum for management assistants, employers and educators to promote an understanding of the training, experience and career opportunities necessary for the develop-ment of its members. eUMA promotes an image of the management assistant as an essential element of the manage-ment team. eUMA was founded in 1974, and is currently represented by over 1300 members in 26 countries.

EuMA Autumn Council, AgM and Conference 2011 6th – 8th october 2011 at Swissôtel zürich-oerlikon

+ Thursday 6 October 2011 Council meetings for Council members Pre-conference tours for Conference

participants Welcome reception at Radisson Blu

Hotel, Zürich-Airport

+ Friday 7 October 2011 eUMA Conference 2011 Conference Dinner at Restaurant

Albisguetli, Zürich

+ Saturday 8 October 2011 eUMA Annual General Meeting

(only for members) Post-conference tours

+ Sunday 9 October 2011 Post-conference tours

register on www.euma.org

coMpensatingthe Swiss non-profit-making foundation is one of the leading world providers of voluntary compensation measures. the climate protec-tion projects carried out by myclimate are characterized by the fact that they comply with very stringent criteria. myclimate also compiles CO2 balance sheets and increases awareness of climate change and climate protection by means of climate education projects.

www.myclimate.ch

FoodGoût Mieux is tHe Label for Swiss gastronomy which emphasizes the importance of natural produce. A fine restaurant which has been awarded the Goût Mieux label is obliged to offer a minimum range of organic dishes and beverages every day. Many Goût Mieux res-taurants are increasingly offering their entire range in Goût Mieux quality.

www.goutmieux.ch

guest housesSwiss label for guest houses which provide services promoting sustainable develop-ment. Based on the 5 pillars of management, efficiency, environment, employees and social conscience, regional value creation, and culture.

www.steinbock-label.ch

generalISO 14001environmental management system with glob-ally valid criteria. treating the environment in a considerate way is an essential component of entrepreneurial activity as a result.

www.sqs.ch

Swiss environment labelseach country and each sector has its own environmental symbols. It is not easy to maintain an overview. Here is a list of the most important Swiss quality seals for sustainability in tourism.

general > fairs & events

MiM 11

bedouk MC&It Meeting with French flair

Every year, the France Meetings & Convention bureau, Atout FRAnCE, invites hosted buyers from all over the world to the bedouk fair coupled with site inspection trips to various parts of France. i was lucky enough to be one of them and don’t regret it at all!report CéCile Caiati-KoCh

the Bedouk fair gives a good overview of the local French market, from convention bureaus to agencies, hotels and of course the typical French special venues such as chateaux and wine-tasting places. this year, more than 300 exhibitors according to the organizers were present. Needless to say it was a success.

During the fair, an educational program, aptly called the Meeting Lab, drew a lot of attention. Presentations about how the meetings industry has coped with the harsh financial times were of course part of the debates. But one item caught my attention. the session was entitled ‘Multiculturalism: Managing the international diffusion of knowledge’ and presented by Hajo Specht, of the Intercultural Coaching and teambuilding company. He gave an interesting speech

about how working across borders can certainly be very enriching, but it may also be somewhat complicated. We learned a lot about various ways in which companies can avoid the pitfalls of multiculturalism, such as respecting different customs and working methods, and overcoming language barriers.

the France Meetings & Convention Bureau, AtOUt FRANCe, also made sure some

visitors could discover Paris and its treasures. It optimized the situation and, together with its partners, organized interesting outings.

Accor hotels offered the hosted buyers a nice evening in their grandiose flag-ship conference hotel: the Pullman Paris Montparnasse, which takes pride in about 950 rooms and large conference facilities.

the hotel surprised the guests with regional Parisian food and drinks, beauti-fully presented by the local food partner of the ACCOR group. It was just delicious and simply original.

the second evening was all about high quality French partying: the guests wan-dered around the beautiful setting of the Jacquemart-André Museum, a luxurious mansion in the heart of the city, whose

owner was an avid art collector, along with his wife. the party had it all: members of the Bureau were all dressed in true 1930’s style, with nice live music, art on the walls - you can hardly ask for anything more for a successful evening…

www.bedouk.frwww.atout-france.frwww.france-congres.org

the Bedouk fair gives a good overview of the local French market, from convention bureaus, to agencies, hotels and of course the typical French special venues such as chateaux and wine-tasting places

event revIeW | bedouk MC&It | 2-3 february 2011

MiM 12

general > Hotels

Conference hotelsthe missed opportunities

Quality track international is a leading provider of mystery call shopping assessments to the hotel industry, evaluating more than 250,000 calls annually for hotels and reservations center clients in 35 countries. in April 2011, they conducted a European SMARt call test to evaluate the reactivity of conference hotels to answer sales requests. Here are the surprising results, in exclusivity only for MiM Europe Magazine.

Quality track International placed four calls to each of approximately 500 hotel properties in 14 european countries in order to asses the availability of sales managers to potential customers. Hotels from 15 international and european brands were selected for this test. Properties that currently subscribe to the Quality track SMARt (Sales Manager Access and Response times) call service were excluded. Calls were placed from March 29, 2011 through April 6, 2011.

Calling MethodologyAll calls were initiated within normal business hours, between 10:00am and 4:00pm at the local time of the property, Monday through Friday. Calls were placed from a variety of european cities to the main published telephone number of each hotel. the caller posed as a potential group customer seeking to obtain a quotation for a business meeting requiring guestrooms, meeting space and catering. the initial call handling by the hotel operator is tracked

to identify issues such as no-answer and transfers to incorrect departments.

rings and hold timesCallers allow the telephone to ring a minimum of 10 times waiting for the hotel operator to answer plus an additional 8 times if and when transferred to the sales department, for a total of 18 rings. If the call was not picked up within the defined number of rings it was noted as ‘No answer at property’ or ‘No answer’in Sales Department”.

If the caller was placed on hold after being answered in the Sales Department, callers waited a minimum of 2 minutes for someone to come on the line; otherwise the call is marked as ‘No Answer in Sales Department’. If the caller is transferred to the incorrect department, the call is marked as ‘Misdirected’. For example the caller is transferred to the Reservations department that does not handle request for groups of rooms or meeting space.

in april 2011, Quality track international conducted a european sMart call test to evaluate the reactivity of conference hotels to answer sales requests. here are the surprising results, in exclusivity only for MiM europe Magazine

Austria Belgium Chech Republic Germany Spain France Greece Italy Luxem-

bourgNether-

lands Poland Portugal United Kingdom

Swizer-land

Totals / Averages

SALeS MANAGeR FAILed To ReTURN MeSSAGeS

13% 5% 3% 9% 18% 4% 21% 11% 21% 7% 0% 16% 5% 15% 9,7%

TeLePhoNe NoT ANSweRed AT PRoPeRTy

7% 8% 33% 8% 7% 10% 4% 11% 0% 4% 8% 8% 7% 5% 8,0%

TeLePhoNe NoT ANSweRed IN SALeS dePARTMeNT

7% 8% 3% 8% 5% 11% 13% 13% 21% 11% 15% 13% 12% 3% 9,0%

hoTeL oPeRAToR TRANSFeRRed CALL To wRoNG dePARTMeNT

3% 0% 3% 2% 0% 0% 4% 1% 0% 0% 0% 0% 0% 4% 1,0%

SALeS MANAGeR AvAILABLe

70% 79% 57% 73% 69% 75% 58% 63% 57% 77% 77% 61% 76% 71% 71,0%

ToTAL MISSed oPPoRTUNITy

30% 21% 43% 27% 31% 25% 42% 37% 43% 23% 23% 39% 24% 29% 29,0%

MISSed SALeS oPPoRTUNITy CAUSeS

MiM 13

general > Hotels

Call handling in the sales department + If the call is answered by a person in the

Sales Department, the caller asks if they are able to provide them with some rate and availability information:• If the answer is ‘Yes’ then the call is marked as ‘Sales Manager Available’ • If the answer is ‘I will take down your information and have someone get back to you’ the call is marked as ‘Left mes-sage with sales assistant’ and contact information is provided to enable the Sales Manager to call back.

+ If the caller is forwarded to voice-mail; • A voice message is left including contact information and general information regarding the request. i.e. ‘I am organizing a meeting for 30 of our people during the last week of August next year.’ • Contact information provided: includes a telephone number, company name, contact name.

+ If and when a sales manager places a return call the date and time of the call is recorded by the Quality track telephone system.

Return calls received within 8 business hours (adjusted for local time-zones) are marked as ‘Return Call Received’. Call-back tracking is done on the basis of business hours and takes into account weekends and holidays. For example a message left at 3pm on a Friday would be considered to have received a call-back if the call was received before 3pm on the following Monday. Calls not returned within the 8 business hours are marked ‘No Call-back Received’.

contactQualitytrackeuropeYvovandertolYvo.vandertol@Qualitytrack.comt.+3228886085

Austria Belgium Chech Republic Germany Spain France Greece Italy Luxem-

bourgNether-

lands Poland Portugal United Kingdom Swizerland Totals /

AveragesActive SMART

Call Clients

NUMBeR oF CALLS PLACed To hoTeL MAIN NUMBeR

80 104 40 398 294 191 32 196 19 95 50 82 280 122 1983 624

CALLeR UNABLe To ReAChThe SALeS dePARTMeNT

No Answer at Property; Caller waited a minimum of 10 rings

7% 8% 33% 8% 7% 10% 4% 11% 0% 4% 8% 8% 7% 5% 8% 0%

Call was transferred to the wrong department

3% 0% 3% 2% 0% 0% 4% 1% 0% 0% 0% 0% 0% 4% 1% 1%

No Answer in Sales Department: Caller waited a minimum of an ad-ditional 8 rings for a total of 18 Rings (No message option available)

7% 8% 3% 8% 5% 11% 13% 13% 21% 11% 15% 13% 12% 3% 9% 1%

total percentage of calls in which the caller was unable to reach the Sales Department

17% 16% 39% 18% 12% 21% 21% 25% 21% 15% 23% 21% 19% 12% 18% 2%

SALeS MANAGeR AvAILABILITy

Sales Manager was available to quote 70% 77% 57% 69% 68% 72% 58% 63% 57% 75% 77% 56% 74% 65% 69% 91%

Sales Manager was not available 13% 8% 3% 12% 19% 8% 21% 11% 21% 10% 0% 21% 7% 22% 12% 7%

MeSSAGe hANdLING

Number of messages left 10 8 1 48 56 15 7 22 4 10 0 17 20 27 238 44

Number of Call Backs received 0 3 0 14 2 7 0 0 0 3 0 4 6 8 45 39

CallBack Percentage 0% 33% 0% 29% 3% 45% 0% 0% 0% 29% 0% 23% 33% 30% 19% 89%

oveRALL ACCeSS 70% 79% 57% 73% 69% 75% 58% 63% 57% 77% 77% 61% 76% 71% 71% 97%

Missed sales opportunity 30% 21% 43% 27% 31% 25% 42% 37% 43% 23% 23% 39% 24% 29% 29% 3%

SALeS MANAGeR ACCeSS ANd ReSPoNSe TIMe - eURoPe TeST APRIL 2011

CAUSeS oF MISSed SALeS oPPoRTUNITy

© Quality track International 2011, All rights reserved, data may not be reproduced without permission

HOTEL OPERATOR TRANSFERRED CALL TO WRONG DEPARTMENT

TELEPHONE NOT ANSWERED IN SALES DEPARTMENT

TELEPHONE NOT ANSWERED AT PROPERTY

SALES MANAGER FAILED TO RETURN MESSAGES

35%

29%

32%

4%

hotel operator transferred call to wrong department

Telephone not answered in Sales department

Telephone not answered at property

Sales Manager failed to return messages

MiM 14

steen jakobsenA driving spirit

interview > wonderful Copenhagen

MIM: you’re the cover boy of our ‘sustainability’ issue. how does this relate to Copenhagen and denmark in general?Steen Jakobsen: Copenhagen is one of the most sustainable cities in the world. We, the Danes, are raised to walk, use our bikes and eat organic food. We have one of the most efficient public transportation systems in the world and there are more bikes than people in Copenhagen. A survey by Siemens ranks Copenhagen

as the greenest major city in europe and it is our ambition that Copenhagen becomes the world’s first carbon neutral capital city by 2025.

Sustainability is also an important strategic focus for Copenhagen as a destination for meetings and conventions. today, more than 60% of hotel rooms in Copenhagen are certified according to an environmental standard and the city also

has the world’s greenest hotel. We have been involved in developing a sustainable meetings product for many years, but the UN Climate Change Conference in 2009, better known as COP15, accelerated the process and helped elevate the entire destination towards sustainability tremendously.

A major effort was done to organize COP15 as the most sustainable large political

Steen Jakobsen has been in the meetings industry for quite some time now. with Copenhagen being marketed as the ‘capital of sustain-able meetings’ it was only natural we put him on the cover of our Sustainability issue, especially since the man has lots to say about it.

interview

Wonderful Copenhagen

steen jakobsen

MiM 15


meeting ever. We established the Copenhagen Sustainable Meetings Consortium to prepare Copenhagen for COP15 and the climate conference was BS8901-certified, which was a big success for us - BS8901 is an international, recognized standard for sustainable event management. It says it all! It’s safe to say that Copenhagen is now the Capital of Sustainable Meetings, and it’s our vision it stays this way. Moreover, we will follow up on the success of COP15 by organizing the Danish eU Presidency in 2012 as the most sustainable eU Presidency to date. MIM: a few years ago, Copenhagen was just another scandinavian city. how has it changed over the last years? Steen Jakobsen: Copenhagen has gone from being an industrial village to a modern metropolis in a very few years. For the past ten years a number of huge investments have transformed the city and supported our vision to position Copenhagen as one of the leading cities in Northern europe. the Copenhagen Airport was expanded. the new metro network helped improve our infrastructure. two new conference centres are now available

and the number of hotel rooms has increased with more than 50% in less than 10 years. On top of all this, we have new museums, a new opera house and a new playhouse and an internationally praised food scene, maybe one of the most innovative around. It’s fantastic to be part of these exciting developments, especially since we feel it’s just the beginning… MIM: We know Copenhagen as a conference city, but less as a corporate meetings and incentives city. Is it?Steen Jakobsen: traditionally, Copenhagen has had a stronger focus on association conferences. However, with the many new hotels and venues opening in the city, Copenhagen now provides equally interesting and competitive opportunities

for corporate meetings and incentives. the city also offers lots of things to do and see, e.g. sailing on the Oresund Strait between Denmark and Sweden, golfing on a championship course which is only 10 minutes from downtown Copenhagen, enjoying dinner at one of the 10 Michelin star restaurants the city boasts or visiting the famous Carlsberg Brewery - home of what is known as ‘probably the best beer in the world’. Of course, those are only a few examples, there is plenty of other things to do and see. MIM: Copenhagen is part of the bestCities alliance. Is that just a marketing tool for you?Steen Jakobsen: We were among the ‘founding fathers’ of the BestCities Global Alliance when it was established as the world’s first convention bureau alliance

sustainability is also an important strategic focus for Copenhagen as a destination for meetings and conventions. today, more than 60% of hotel rooms in Copenhagen are certified according to an environmental standard

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more than 10 years ago. today, BestCities is an important and integrated part of our strategy and our operations in a number of ways. Firstly, the eight partners in BestCities share business leads, informa-tion about clients and have joint client events to strengthen business develop-ment. Secondly, we share best practice, have common education initiatives and we all adhere to the same quality management system for our services to international meeting planners. MIM: one question about gastronomy. In the past, Copenhagen was not the destination for good food. and now it is. Can you comment on that?Steen Jakobsen: Copenhagen has been on an amazing gastronomic journey. A few years ago we had a relatively ordinary restaurant scene with very few highlights. then the ‘lost’ Nordic Cuisine was re-discovered by a small group of innova-tive Danish chefs. today, we offer more Michelin-starred restaurants than all the other Scandinavian capitals hold together, including the 2-star restaurant ‘noma’ which was recently voted the ‘World’s Best Restaurant’ for the second year in a row. We are also extremely proud that Rasmus Kofoed, the recent winner of Bocuse d’Or, the world championship for chefs, is from Copenhagen.

these high-end restaurants have also had an influence on the more ‘ordinary’ restaurants in Copenhagen, bringing the general culinary level to a much higher standard. So in just a few years we have gone from gastronomic anonymity to have both the best restaurant and the best chef in the world.

MIM: tell us about your role at Wonderful Copenhagen. how has it evolved in the past years?Steen Jakobsen: I began my career at Wonderful Copenhagen more than twelve years ago. I have had various functions and worked with and within several departments, e.g. marketing, membership, etc. Since 2006 I’ve been the head of Wonderful Copenhagen Convention Bureau where I currently manage a team of fourteen dedicated experts who promote and sell Copenhagen as a destination for international meetings, conventions and sports events. Parallel to my work at Wonderful Copenhagen Convention Bureau I have held positions in industry associations such as BestCities Global Alliance, where I was chair for three years, and ICCA, where I’ve been a board member since 2008. I truly enjoy working in the meetings industry and I hope to be involved in it for many years to come! MIM: tell us about your favorite spots/activities/restaurants in Copenhagen.Steen Jakobsen: A round of golf at the Royal Golf Center only 10 minutes from downtown Copenhagen is my favorite place to re-energize. When it comes to restaurants, I enjoy going to the Paul in the tivoli Gardens. the food is fantastic and chef Paul Cunningham has created such a cozy atmosphere there. even though I have lived and worked in Copenhagen for almost 20 years, the city still surprises me with its hidden gems. Copenhagen is definitely under my skin and I don’t think I’ll ever finish exploring Wonderful Copenhagen.

ww.meetincopenhagen.com

+ 1.1 million kilometres on bike bright-eyed Copenhageners on the bicycle lane in the morning have long been a part of the city’s scenery and the bicycle’s popularity benefits both the environment and the residents’ well being. today, 36% of Copenhageners travel to work or school on bicycle. 1.1 million kilometres are ridden on bicycle in Copenhagen - every day.

+ rent or borrow a bike if you are in town for business, you have ample possibility to hop on the saddle yourself and experience Copenhagen on two wheels. Copenhagen was one of the first cities in the world to implement the City bike system. the colourful city bikes make it possible for the city’s visitors to get a bike free of use with a deposit of 20 dKK (approx. 3e). with 110 city bike stations in the inner city, there is always a bike to borrow.

+ bring your bike on public transportation Even the public transportation in and out of Copenhagen has conformed to the bike culture and it is now possible to bring your bicycle on the S-trains, Metro, local and regional trains as well as interCity and interCitylyn trains.

+ More bike lanes in the last 100 years, 300 kilometres of bike lanes have been built in Copenhagen - and an additional 100 kilometres are on the way.

Copenhagen, the world’s best biking city

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special feature > Sustainability

the meetings industry: a force for social and environmental good

legacy programs are a growing trend in the meetings and incentive travel industry. So is sustainability. the two are closely linked. A legacy program can incorporate sustainable activities to satisfy the ‘people’ and ‘planet’ aspects of a company’s ‘triple bottom line’. it can also demonstrate that the meetings industry can be a positive and permanent force for good.text rose Kelleher

leaving a positive mark the highly educated, mobile and tech-savvy age group that falls within the demographic band known as Generation Y is much more environmentally sensi-tive than their parents. this group, which represents a growing proportion of your market, are ‘turned off’ by the conspicu-ous consumption that has characterised business travel in the past.

Psychologist Frederick I. Herzberg chal-lenged assumptions that people are moti-vated solely by money and other tangible benefits. A legacy program incorporated into an incentive trip or event can be the best way to reward and motivate staff, or to make attendees and stakeholders feel they are leaving a lasting positive social or environmental impact on the places that they visit.

speCIal feature:sustaInabIlIty

+ Social legacy . . . . . . . . . . . . . 18 An assessment of legacy programs,

a growing trend in the meetings and incentive travel industry.

+ Transport . . . . . . . . . . . . . . . . . . 21 transport is transforming. Meetings peo-

ple should be ready to adapt to changes in mobility brought on by climate change.

+ Martin’s Hotel . . . . . . . . . . . . 24 Martin’s successful family chain of

hotels has been planning for the future of the planet since long before it became fashionable.

+ EIBTM . . . . . . . . . . . . . . . . . . . . . .25 graeme barnett, EibtM Exhibition

director, discusses taking a holistic approach to sustainability.

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Apart from the positive effect on the environment or local community, par-ticipants in a sustainable legacy program feel rewarded. they have the opportunity to experience the cultural fabric of the destination by volunteering alongside the locals. they also gain a deeper respect for the values of the organiser/their employers. taking Csr seriouslySustainability is a voguish word. It liter-ally means the capacity to endure. In a Corporate Social Responsibility context, it means meeting present development needs without compromising the needs of future generations. A newfound interest in CSR and attitude changes have contributed to the trend of incentive and meetings being designed in a way that takes responsibility for the company’s actions. What is a legacy program? According to Rob Davidson, Senior Lecturer at the University of Greenwich, at its most basic level, a legacy program ‘could be raising money for a local charity, for example, at the event’s gala dinner.

This is one of the most common, and most straightforward ways of helping local people.’ He adds: ‘When more time is available in the program, a more hands-on approach can be used: participants take a day or half-day to work directly on a project. This can range from landscaping the garden of a local retirement home to constructing a library in a village school’. Meetings and incentive planners, however, may have very limited knowledge of the local situation, and need to work in part-nership with destination stakeholders who can identify the most deserving causes and recognise what can reasonably be achieved in the limited time available.Incentives companies such as Hands Up

combine incentive travel with volunteering. Softcat, an It company chose a ten day adventure that included cultural interac-tions and positive social actions. thirty-seven willing volunteers helped alongside local builders and families to build a new library and refurbish existing classrooms and gardens. $20,000 was raised for the local community. 92% of the participants

said that the two days they spent complet-ing the building project were the highlight of their 10-day incentive trip.

for societythe fourth annual conference of eventia, the official trade body of the events and live marketing industry in the UK, was held in 2009 and featured a number of social and environmental legacy initia-tives. Apart from encouraging car sharing, the event also included a repainting of St Bartholomew’s Church of england Primary School. Plus, participants were advised that there would be a number of containers where they could deposit any unwanted items that would be useful to

the local hospice or for Brighton charity. the containers were soon full of items brought by participants, ranging from unwanted clothes to children’s toys. eventia conference planners also invited participants to pledge, in writing, either a sum of money or an amount of time, to be used in support of ‘Meetings Industry - Meeting Needs’, a registered charity founded by leading figures in the UK meetings and events industry to raise funds for worthy causes in the UK and overseas.

Among the winners at the 2009 Site Crystal Awards Recognition Program were terra Nova, an African events company was recognised for their organisation of a motivational hike for 160 participants through South Africa’s Drakensberg Mountain Range for client Reckitt Benckiser. the event provided the local community with employment, a donation was made to a local school and par-ticipants also give football equipment to players of the local team. Reckitt Benckiser even gave the local chief’s wife with the gift of a cow.According to Rob Davidson again, hands-on legacy programs are ‘welcome developments, since in any destination, including in European countries, there are worthy charities and organizations that deserve the support of those who are more fortunate than they are.’

for the environment At IMeX 2010 in Frankfurt, Badge-Back Bins were placed at all of Messe Frankfurt’s exit points so that IMeX’s 100 per cent recyclable badges were collected and recy-cled. Also featured at the event was ‘USBs:

sustainability is a voguish word. it literally means the capacity to endure. in a Corporate social responsibility context, it means meeting present development needs without compromising the needs of future generations


www.messecongress.at www.vienna.convention.at

meet. understand. network.experience. contribute.excite. convene. present.motivate. interact. participate.exhibit. create. inspire. connect.exchange. select. succeed.meet in Vienna.

Share Your Spares’ - where bins were provide for IMeX participants to leave any surplus USB sticks for recycling and reuse. Once collected, the USBs were distributed to school projects in India with the help of a local NGO partner.

GMIC Oregon, a frontrunner in sustain-able legacy programs, gave participants the opportunity at a recent Sustainable Meetings Conference to engage in a ‘build a bike’ community project. this project added an uplifting and emotional aspect to the event experience when local children received the bikes. so can the meetings industry be a force for good?Roger Simons, CSR Manager at MPI says: ‘I wonder how many indus-tries can be considered truly green and sustain-able? We need to look holistically at the way mankind has been living and treating the planet

and draining resources. Through the way we conduct our lives and businesses we must attempt to reduce, re-use and recycle as much as possible. Every industry needs to do what it can to contribute. There is increasing focus on our particular industry, hence the recent flurry of standards, labels and brands, plus the need for MPI’s Sustainable Event Measurement Tool’.

For two weeks in December 2009, 33,526 visitors descended on Copenhagen for the UN Climate Change Summit COP15.

the Conference raised the bar on event sustainability, leaving a powerful legacy both in Denmark and around the world and collected the coveted IMeX Green Meetings Gold Award 2010 at the annual IMeX Gala Dinner. With sustainability as its raison d’être, the organisation strategy for this event encompassed everything from accountability, social responsibility and

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going beyond petrol in europe


Developments in transport systems have always focused on two necessities: how to move more volume, and how to do it more quickly. But climate change has added a new dimension to vehicle design. the smoke-belching bad practice that characterises man’s relationship with mobility is unsustainable. transport by air, sea and road accounts for about 25% of carbon emissions, according to the World energy Council. Fortunately, developments are underway in vehicle design to make transport more sustainable.

Where there’s a will...Apart from technology, public policy is key. the will of the general public to embrace sustainable transport is no less crucial. Short of asking a travel-happy world to abandon automated travel altogether, what can we do to make meetings less obnox-iously damaging to the earth? Avoiding superfluous meetings is one way to cut down on our carbon footprint, and there are many arguments for virtual meet-ings. But face to face encounters are not just unavoidable, they are indispensable.

transport is transforming. Meetings people should be ready to adapt to changes in mobility brought on by climate change, for the good of the industry and the good of the planet. text rose Kelleher

stakeholder engagement to producing a lasting legacy and commitment to change.

examples of positive legacies on Denmark included the requirement of hotels in the Copenhagen Area and the venue to be eco-certified. Plus, 75% of the food and beverage was certified organic, and sourced from within a 100 mile radius of the venue, encouraging local suppliers to source organic goods.

Likewise, in Minneapolis, the National Recycling Coalition (NRC) held its 24th Annual Congress & expo in August 2005, with nearly 1,000 recycling pro-fessionals. the congress encouraged local government leaders, businesses and recycling advocates to expand the Convention Center’s recycling and composting program. ’When a national convention comes to a city it leaves tourism dollars behind, but the members of the National Recycling Coalition want to do more than that. We want to contribute to a city’s envi-ronmental infrastructure and leave a positive legacy for future confer-ences,’ says Kate Krebs, executive Director of the NRC.

the meetings industry is a power-ful commercial force. Planners should demand information on the environmental performance of vendors. environmental checklists can be used to rate venues for their environmental soundness, clauses can be included in contracts and preference given to those that dem-onstrate a willingness to go green. Planners can ask for environmental audits and choose those that have nature-based off site activities. It is important to assess the environmen-tal performance of service suppliers. By demanding environmentally and socially responsible products, plan-ners may encourage local suppliers to begin carrying such products. this in turn will contribute to the positive environmental and social legacy of your meeting.

As Roger Simons says: ‘The industry has a chance now to manage its impact and image itself by adopting sustainable practice, systems and thinking’.

the solution to climate catastrophe rests on exactly the kinds of bright ideas that come up in meetings, conferences, congresses, seminars and workshops.

there is lots of great advice on how to incorporate green travel into your meet-ings. Good sources include MPI’s sustainable event tool and the Netherlands’ Fresh dutch views magazine. tips include establishing a carbon-neutral initiative to compensate for the CO2 emissions, choosing hotels and meeting venues connected to the airport by mass transit and within walking distance of each other, arranging carpooling shuttles, and providing information about the local public transit system (MPI’s european Meeting and events Conference in London in 2010 supplied all delegates with a travel pass for the London Underground).

What’s new? Conventional transportation technolo-gies involve the use of fossil fuels to propel themselves. Sustainable transportation can refer to walking and cycling, transit oriented development, green vehicles and car pooling. Mobility oriented development is the design of urban areas that reduces dependance on cars. Zurich, Copenhagen, Stockholm and Freiburg are examples of european cities that have made concerted efforts to contain auto-mobile dependence by encouraging cycling and walking.

Green vehicles are powered by alternative fuels and advanced vehicle technologies. this huge portfolio includes hybrid electric vehicles, plug-in hybrid electric vehicles, battery electric vehicles, compressed-air vehicles, hydrogen and fuel-cell vehicles, neat ethanol vehicles, flexible-fuel vehicles, natural gas vehicles, clean diesel vehicles, and some sources also include vehicles that

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truly a super busof the technologies being developed in Europe that inspire the most awe is the Superbus. unveiled in front of a crowd of 50,000 at Amsterdam’s Millionaire’s Fair in 2010, the Superbus is a new dutch concept, developed by delft’s university of technology, that hopes to change the face of public transport. About the height of a 4x4, it uses rechargeable batteries, is lightweight and consumes little energy. At 15 meters long, it fits 23 passengers. but here’s the beauty of it: it doesn’t have a fixed schedule. it allows for high volume transport on demand that passengers order via a central route-optimisation system. the vehicle transports passengers from target to destination with no changeovers. its interior cabins are designed for both individuals and groups. Since it also runs on standard roads, it can fit seamlessly into the existing infrastructure. the Superbus is set to hit dutch streets in 2015.


short of asking a travel-happy world to abandon automated travel altogether, what can we do to make meetings less obnoxiously damaging to the earth?

superbus

use blends of biodiesel and ethanol fuel or gasohol. this technology is being adapted to airline travel too, an industry which, in the popular imagination, typically takes the blame as the worst polluter. In 2008, a Virgin Atlantic jumbo jet flew between London’s Heathrow and Amsterdam using fuel derived from a mixture of Brazilian babassu nuts and coconuts.

the push for green policy the european Union is pushing greener transport on its members: 15 of the union’s 27 member states offer tax incentives and bonus payments for electrically charged or alternative fuel vehicles. the Commission issued a directive in 2009 requiring 10% of fuel to come from renewable energy by 2020. But it’s not going to be easy to force reforms on unwilling national govern-ments. Unfortunately for climate hopefuls, London shot down european Commission proposals in March to make europe’s inner cities 100% petrol free by 2050. London, ranked 11 on the list of green cities, may

have been making a statement about eU meddling in its domestic affairs as opposed to stating any objections to changing their carbon dependent bad habits. Climate activists also rejected the proposal from Brussels, saying that it didn’t provide for any short term carbon reduction.

europe’s greenest citiesthe “greenest” city in europe depends on which survey you read, though Scandinavian and Dutch cities usually take all the medals. According to the economist Intelligence Unit, the greenest places in europe are Stockholm, Amsterdam, Copenhagen, Vienna and Oslo.

Stockholm’s target is to have half of its buses running on renewable fuel by 2011, and all by 2025. ‘I have a picture on my office wall which shows ten different bus types we have tested - battery buses, flywheel buses, fuel cell battery buses

and old versions of ethanol buses’ says environmental manager of Stockholm’s city transport company, Stefan wallin. Oslo, a Norwegian city with an already impressive fleet of low greenhouse gas-emitting vehicles, plans to run its buses off human waste starting in 2011. Reykjavik, too, has been busy putting hydrogen buses on its streets. the entire city is due to get its energy entirely from geothermal and hydropower sources by 2050.

getting green vehicles market-ready‘There is no silver bullet solution for decarbonised transport’ says Klauss Bonhoff, Director of Germany’s Now Gmbh (National Organisation of Hydrogen and Fuel Cell technology). Of the green trans-port alternatives listed above, it is not a matter of choosing one. ‘We are gathering a portfolio of transport alternatives, the next step is getting the public ready’. the German government has given 229 million to 95 different projects to get decarbon-ised transport alternatives into commercial

readiness. ‘For now’ says Mr. Bonhoff ‘alter-native mobility needs to be introduced and explained to the public. You need to really make sure the public understands why you are introducing these innovative projects into the market’.

How enthusiastically will the general public receive non-traditional fleets of buses run on food waste (or worse), SuperBuses, car-free city centres and the european Commission’s ever-wagging finger? We europeans may have less of a gas guzzling love affair than our American cousins. We are also in more of a position to imple-ment energy alternatives than developing countries. But old habits die hard. It is important for meetings planners to know which cities are doing what for sustainable transport, and to add this knowledge to your portfolio of competences. the planet will love you for it. And pretty soon, clients won’t expect anything less.

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special feature > sustainability

Martin’s hotels were among the first to realise that ‘tomorrow needs today’

the nature of the business the greening of the hotel industry is in full swing as hotels attempt to get ahead of the competition in a crowded marketplace by implementing sustainable practices. Perhaps it’s because Martin’s is a family chain that their notion of legacy is stronger than most larger franchises. they have for years gone beyond the industry’s standard practice of placing placards in each room promoting re-use of towels, ostensibly to ‘save the environment’. this ‘window dressing’ is becoming harder to hide behind, and clients increasingly appreciate the concept of the triple bottom line. that is why Martin’s Hotels voluntary, organic approach to corporate social responsibility is so impressive.

What makes Martin’s hotels different? Voluntary compliance. Martin’s Hotels didn’t need to be told back in 1985 that investing in environmental practices would be beneficial in the long term. there has been no arm-twisting by regulators, just an acute sense that what is good for the earth is good for business. to strategise its environmental Management System (eMS), in 2010, Martin’s Hotels chose a coach, RDC environment, to help it meet its green goals.

What is ‘tomorrow needs today’? Olivier Meulemans, Sales & Marketing

Director, says that about 20% of planners ask about the ‘tomorrow Needs today’ project. It is a program of initiatives that ranges from having a designated CSR ‘coach’ to offering incentives for customer participation. ‘It’s not just about being environmentally friendly’, says Cécile Buisset, PR Manager. ‘We focus on four key targets: customers, staff, fair & humanitar-ian activities and the planet. The difference is that it is a very complete program: every single person in the line of command understands the policies employed by the hotel and is able to answer questions about all aspects of the policy. Each staff member, from the chambermaids to the chefs and everything in between.’ Martin’s Hotels are currently working towards the european Commission’s voluntary compliance eco-Management and Audit Scheme (eMAS) award, a management tool for companies and other organisa-tions to evaluate, report and improve their environmental performance.

guaranteed carbon neutral meetingsIn each of its 10 hotels, Martin’s Hotels can guarantee carbon neutral residential meet-ings. Olivier says: ‘In the past ten months, we have compensated more than 600 tons CO2. Carbon emissions are inevitable in our 700 rooms and 70 meeting rooms, which cater for 10 to 1,000 participants, so a carbon offsetting program has been

implemented. We cancel out the carbon emissions we cannot reduce’. this ‘Zero emission’ certificate gives the action an official seal of approval.

eco voucher‘We encourage our clients to be part of the project, to act with us’, says Cécile. the eco Voucher is a client participation project wherein Martin’s Hotels offers visitors’ the chance to become involved by proposing five simple and useful (non-obligatory) suggestions. On arrival at any of the chain’s 10 hotels, customers receive an ‘eco Voucher’ card to fill in and leave at reception. they receive login details for access to a personal ‘eco Vouchers’ account. the log-in gives clients the opportunity to convert the vouchers into gift certificates.

the team is proud to be part of one of the most advanced sustainability programs in the country. Cécile believes they are leading by example: ‘The hotel industry can encourage better practice from planners. If a hotel supplier offers original, easy and efficient sustainable solutions for ‘green meetings’, we can encourage decision makers and event managers (agencies, associations & corporates) to use more green services.’

www.martins-hotels.comwww.tomorrow-needs-today.com

Martin’s successful family chain of hotels has been planning for the future of the planet since long before it became fashionable. they have pursued a bottom-up, self regulating set of global Sustainable development initiatives that counts them among belgium’s finest corporate citizens. its 10 hotels are eco-friendly, responsible, and proud of it. text rose Kelleher

Martin’s patershofChâteau du lac

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sustainability taking a holistic approach

Nevertheless, sustainable principles have moved into the mainstream and we are seeing an increasing number of businesses embracing sustainability in the events industry. Many are looking to sustainable practices, which are more all encompass-ing than green issues alone, to provide market differentiation, opportunities for business development and competitive advantage.

According to MIt Sloan Management Review’s new sustainability study released earlier this year: Sustainability: The

‘Embracers’ Seize Advantage, for the first time, there is evidence of a distinct competitive performance gap between those adopting a sustainability-driven strategy and non- or cautious-adopters. top performing businesses are claiming sustainability-driven strategies are creat-ing competitive advantage.

But, how do we as an industry become more sustainable in order to realize the benefits? the key is to take a holistic approach, by integrating and embedding it into the very life of organisations, the management processes and strategy, and encouraging partner companies in the supply chain do the same.

What does this actually mean in practice? It is important that all aspects of an event are considered: every choice, from the venue and travel arrangements, through to the delegate packs should be designed to be as responsible and efficient as possible.

the team at eIBtM, the global event for the meetings and events industry, spearheaded a number of sustainable initiatives over the past few years with the objective of raising awareness among industry professionals, and involve show participants and the local community.

these included: a dedicated seminar programme and sustainability video; creat-ing an interactive online exhibitor ‘action list’; appointing a Green team to work with event contractors to measure and manage waste efficiently; partnering with a local charity; and helping and guiding the venue Fira de Barcelona continually evolve their sustainable practices.

As meetings and events professionals, we cannot be expected to become sustain-ability ‘gurus’ overnight. Practices are constantly evolving and it’s important to be aware of the latest developments, regu-lations and legislation. Partnering with expert consultants for guidance on new

initiatives can also help further improve current practices.

the British Standard, BS 8901, will next year make way for the new international ISO 2012 1 standard. Applicable to any organisation or individual operating in the international market, it will require identification of key sustainable issues like venue selection, operating procedures, supply chain management, communications, transport, etc. the ISO 2012 1 will act as a harmonised benchmark, internationally uniting the industry.

Sustainability is not a passing trend, nor is it a cause solely for the environmentally conscious. It is about achieving positive results across the triple bottom line of sustainability: environmental, social and economic impacts. It can have a significant influence on business and can be a way to achieve greater commercial success.

Above all else, it is crucial to develop a sustainability policy and set of initiatives that cascade throughout the organisa-tion, which are engaging, enjoyable, and encourage open dialogue with employees, suppliers, partners and exhibitors, in order for the policy to succeed.

special feature > sustainability

Sustainability strategies have been growing in popularity over the past decade. However, the mere mention of the word ‘sustainability’ still has some business executives break into a cold sweat, equating the term with great expense for little return. text GraeMe Barnett, eiBtM, exhiBition direCtor

For the first time, there is evidence of a distinct competitive performance gap between those adopting a sustainability-driven strategy and non- or cautious-adopters

graeme barnett

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special destination > South Africa

Responsible and Sustainable Tourism

in South Africa

special destination

Cape point

MiM 27

tourism plays a pertinent role in facilitating economic growth. South African tourism (SA tourism) advocates that the indus-try as a whole, from businesses to visitors, has a responsibility to ensure that tourism is a force for good. this good includes sustain-ing and creating jobs, conserving cultural and natural heritage, and providing fabulous experiences to current and future leisure and business travelers. the tourism industry’s challenge is to manage resources in a responsible manner.

Minister of tourism in South Africa, Marthinus van Schalkwyk, recently announced in his Budget Vote speech that the National Department of tourism will soon publish the National Minimum Standard for Responsible tourism (NMSRt) and that these standards will deal with various dimensions of green and responsible tourism including biodiversity conservation, energy consumption and water use, proper waste management and mitigating greenhouse gas emissions, to name but a few.

‘The risk of a ‘do nothing’ approach is that we will be burdened with stranded assets in 20 years, or less, from now. Fortunately, the required transition holds opportunities for new green jobs, green entrepreneurs and green investment. The sector can achieve these objectives through energy

efficiency retrofitting in hotels and guest-houses, introducing more fuel efficient vehicles, green building design, improved waste management and water use, and the increased uptake of renewable energies. It is about the integrity and reliability of destination South Africa,’ said Minister van Schalkwyk.

greening Meetings africathis year SA tourism’s premier business tourism exhibition, Meetings Africa, held in February at the Sandton Convention Centre, joined the global trend and took on a more greening focus. For the first

time since its inception four years ago, Meetings Africa was eco-audited by an independent sustainability consultancy, bringing it in line with globally developed greening and sustainability standards. One exciting green initiative implemented at Meetings Africa expo was also the pur-chase of renewable energy from GreenX energy to power the show. this made the exhibition’s electrical consumption virtu-ally carbon-neutral.

‘Sustainability in the tourism industry - par-ticularly in terms of the eco-footprint that

the industry places on the environment - is critically important in terms of ensuring that the very natural resources that create our wonderful destination are maintained for future generations,’ says Nomasonto Ndlovu, Global Manager Business tourism at South African tourism.

SA tourism also announced Meetings Africa’s alignment with event Greening Forum (eGF). the eGF promotes and embraces sustainable and ethical business principles within the events industry in South Africa, with an initial focus on meet-ing, incentives, conference and exhibitions.

this partnership assists with the develop-ment of meetings in South Africa allowing them to compete on an international level of eco-friendly standards. Going green or greening offers social advantages to local communities and, particularly for Business tourism activities, cost benefits.

‘Conferences, events and exhibitions can consume massive quantities of energy and produce equally massive quantities of waste. Eco-auditing Meetings Africa not only suggests a more socially aware way forward but it will also give us pointers


responsible tourism is defined as tourism which focuses on improving destinations for the local communities as well as for their visitors

Cape town durban johannesburg

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on how to reduce some of the costs in the future,’ continues Ndlovu. this move towards greening Meetings Africa comes at a significant time, as the country pre-pares to host the United Nations Climate Change Conference (COP17/CMP7) in Durban later this year.

responsible tourismResponsible tourism was first defined in Cape town in 2002 alongside the World Summit on Sustainable Development. It was defined as tourism which focuses on improving destinations for the local communities as well as for their visi-tors. this Cape town Declaration is now widely accepted and was adopted by the World travel Market in 2007 for World Responsible tourism Day and it recognizes that different destinations and stake-holders have different priorities, and that local policies and guidelines need to be developed in order to protect responsible tourism in different regions.

Requests for towel reuse and water con-servation have become common in hotel rooms: recycling bins, organic souvenirs

and renewable energy systems have also made appearances at tourist sites, particu-larly those that are nature orientated.

the South African tourism industry also continues to place Responsible tourism on top of the agenda. In the Responsible tourism in Cities Conference 2011 (Rt in Cities) that just took place during INDABA 2011, the South African tourism travel trade show at the Inkosi Albert Luthuli Convention Centre in Durban, the South African tourism industry tackled the subject even further. the conference was hosted by the City of Cape town tourism Department, with the assistance of SA tourism. the keynote speaker at this year’s conference was Mexico-based Ron Mader, the founder of leading responsible tourism website, Planeta.com. Mader is respected globally as a pioneer in the digi-tal media and has won numerous awards, including the International ecotourism Society’s.

‘We encourage the tourism industry and public sector stakeholders to engage on the topic of responsible tourism in the

unique context of city destinations. Cities are also home to more than half of South Africa’s population and are therefore crucial sites for sustainable development,’ explains Ndlovu.

sustainable developmentthe idea that tourism can be sustainable is part of the on-going dialogue on sustain-able development, with a goal where development meets the needs of tourists and locals, while protecting any future opportunities. SA tourism is striving make sure that tourism contributes to making a difference in the lives of our people. ‘Beauty and accolades mean very little if they come at the expense of the environ-ment, residents and future opportunities,’ says Ndlovu.

With its intoxicating mix of vast open spaces, wonderful wildlife and fascinating indigenous and modern cultures being such a powerful draw for international visitors, the potential for successful sustainable tourism development in South Africa is immense. Several new initiatives have been launched, including


responsible tourism leadership

in 2002, south africa, a global pioneer in responsible tourism, co-initiated and hosted the first-ever conference in re-sponsible tourism in destinations, which resulted in the highly influential Cape town declaration. south africa is also the only country to apply the Fair trade accreditation to tourism products, which promotes sustainable tourism develop-ment and ensures ethical, socially and environmentally responsible tourism experiences. here, you can host a green event, explore our protected areas, contribute to social and conservation projects, buy recycle art and include any of a variety of social upliftment initiatives into your meeting agendas, teambuilding activities, incentive trips and pre- or post-tours.

shamwari game reserve

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green certifications in South Africagreen certification bodies that exist in South Africa include: + the Heritage Environmental Management Company - which incorporates

several international programmes and provides businesses with effective environmental management and certification solutions.

+ the green leaf Environmental Standard - assesses hotels, game lodges and country estates in the tourism sector. it aims to reduce the effects of consumption on our environment and improve on environmental management and awareness in an eco-friendly manner.

+ Fair trade in tourism South Africa (FttSA) - promotes sustainable tourism development and offers Fair trade certification. business travellers who stay in FttSA-certified establishments are assured their travel is benefiting local communities and economies, and that the tourism business is operating ethically and in a socially and environmentally responsible manner.

the environment has also been top of mind for the City of Cape town, which launched the Smart Events Handbook in 2010. the handbook provides a step-by-step guide on how to green. an event and includes sections on eco-procurement, waste minimalisation and management, water conservation, energy efficiency, emission reduction, biodiversity conservation, and social and economic development.

Another significant development is the formation of the Event greening Forum, which officially launches at Meetings Africa 2011. the forum brings together South Africa’s 9 key MiCE associations around the issue of event greening and is set to accelerate greening and sustainable business practices in the events industry in South Africa.

the forum will set minimum standards around event greening within the industry, raise awareness and promote training opportunities for event greening principles and practices, integrate current initiatives and role players, and draw existing frameworks into a single system, where possible. its objectives are guided by the triple bottom line principle of people, planet and prosperity.

this year sa tourism’s premier business tourism exhibition, Meetings africa, held in February at the sandton Convention Centre, joined the global trend and took on a more greening focus

community-owned lodges, township home stays, volunteering opportunities and a variety of other products that will appeal to the modern breed of environmentally and socially-conscious traveller.

thanks to a unique partnership between Fair trade in tourism South Africa (FttSA) and South Africa’s National Development Agency, six new community-based tourism experiences are now being offered to tour-ists visiting South Africa. the initiatives are creating jobs and stimulating sustain-able economic development in a way that compliments the local environment. As well as having excellent green credentials, each of the projects also has enormous appeal to an international marketplace on account of the interesting and ‘real’ travel experiences that they offer.

the world is changing. As a global com-munity we are growing a conscience and starting to pay heed to the limited resources and continuous impact we have on our world and planet. the world of tourism is no different. Global tourism trends are moving towards eco-friendly, sustainable and responsible tourism. South Africa is very much up to speed with the rest of the globe, and in many instances, even leading by example.

contactnomasontondlovuGlobalManager:Businesstourismsouthafricantourism+27118953000nomasonto@southafrica.netwww.southafrica.net

Meetings africa

South Africa is fast becoming one of the most desirable incentive travel destinations globally pre-senting incentive travel planners a diverse choice of offering to chose from when designing incentive programmes for their demanding clients.

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this diverse incentive destination offers the traveler unique taste filled with the flavors of African tradition - such as Ubuntu (respect for the dignity of all and emphasis on partnerships) supplemented by high-end luxury, comfort, infrastruc-ture, connectivity, and let’s not forget the splendid weather. Not only can you find world-class meetings facilities in South

Africa, but this is coupled with the best incentive options.

SIte (Society for Incentives travel executives) had its international confer-ence hosted in Cape town in December last year. the SIte International Conference is the premier event in the incentive industry and it was the first time that the conference was held in Africa and the Southern Hemisphere. this conference gave the incentive travel professionals an opportunity to get firsthand experi-ence and understand why South Africa is a premier destination for meetings and events in general.

Chairperson of the Local Organising Committee of the SIte Conference, David Frandsen said: ‘Southern Africa is one of the most diverse and spectacular incen-tives destinations in the world and the

opportunity to showcase what we have to offer to a global audience of incentive buy-ers is unprecedented.’ two South African companies also won SIte Crystal awards in 2009; terra Nova for ‘Most Outstanding Motivational programme 2009’ and Dragonfly Africa for ‘Most Outstanding Sustainable Motivational experience 2009’.

unIQuely south afrICan

South Africa is different. the country is an incentive destination teeming with adventure on one end and almost heavenly peace and tranquility on the other. It offers travelers a combination of experi-ences and indulgences - ranging from its multi-cultural cuisines, world renowned wines, health and beauty spas, picturesque golf courses, warm beaches, game parks, to unrivalled natural beauty, exploration,


South AfricaAn incentive travel less ordinary greenpoint stadium, Cape town

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cultural diversity, all year sunshine, safaris, and eco-friendly sustainable tourism.

No one visits South Africa and leaves the same. that is a guarantee. On arrival, visitors will discover that there is nothing ordinary about this magnificent land. through friendly engaging people with ‘Southern Hospitalit’”, beautiful winding valleys and unrivalled sunrises peeking through its mountains with the sounds of bellowing elephants and cuckooing birds in its must-see game reserves, travelers don’t just visit South Africa; they get to meet South Africa and be part of its rich cultural diversity.

adventure

South Africa is second to none as an adventure travel destination. Mzansi, as the country is affectionately known by its people, offers a wide range of options to impress any traveller, regardless of extraordinary tastes. tourists can abseil over crashing waterfalls at the western head at Knysna, do a combination abseil-ing/ canyoning trip on the Storms River Gorge that is if your heart can handle so much fun and adventure.

South Africa’s diverse climate, culture, tourist activities and infrastructure, cater for every tourism niche, from business, eco- and cultural tourism to adventure, sport and paleo-tourism.

hiking & mountain bikingthousands of kilometres of hiking trails wind around the country in desert, forest, mountain or coastal terrain, many with mountain bike trails adjacent. the tsitsikamma National Park in Knysna in the Southern Cape is home to the Otter trail, which stretches for 80 km along the scenic southern Cape coast and 5,5 km out to sea. Gauteng offers the Windy Brow Game Reserve hike in Cullinan, Pretoria. this trail covers the various habitat zones, ensuring hikers a good opportunity to maximise diverse wildlife and game sightings.

horse trails there are wonderful easy and more chal-lenging horse trails around the country in a diverse range of locations - from vineyards, to on the beaches, to in the mountains. For the more adventurous riders there are several horseback safaris in big game country. there are a number of superb horse trails in the Western Cape,

as well as in the conservation areas and parks of KwaZulu-Natal.

accoladesSome of the accolades have been awarded to South Africa in the adventure tourism realm:+ Cape town was voted Best Incentive

Destination in the inaugural Conference and Incentive travel magazine’s 2009 Hot List.

+ Cape town was named as one of the 2020 Global Sustainability Centers by the New York ethisphere Institute.

+ South African tourism’s US operation was named a 2009 winner of Incentive magazine’s prestigious Platinum Partner Award. More than 65,000 of America’s most qualified travel industry decision-makers selected the people, products and services that helped them most in motivating their employees and customers.

safaris and conservationSouth Africa offers visitors some of the most remarkable conservation and safari tourism in the world. the choice of safaris is diverse and suitable to any budget. Safari lodges are set in an array of beauti-ful locations, offering magnificent views and wonderful game sightings. Staff and hoteliers are well known for their hospital-ity and friendliness.

A recent traveller shared his experience: ‘When we arrived at our safari lodge, we were swept away by the beauty of the sunset while we sipped cocktails on the river bank and watched the elephants file past us on their way back to the bush for the night. Over the next few days we enjoyed several sightings of the Big Five; we played a round of golf on a completely unique course, and were pampered and spoiled in the luxurious health spa. Each day concluded with a mind blowing dinner served by some of the friendliest people we had ever met.’

Many have argued that you can visit all the game parks in the world, but you should consider yourself as have not seen the real deal if you have not been to the Kruger National Park in Mpumalanga Province. the biggest game reserve in the country, ‘the Kruger’ stretches almost 20,000 kms from North to South. Besides boasting the Big Five (lion, elephant, rhino, leopard and buffalo), its wildlife is almost indescrib-able with species many have only seen


green incentives in cape town

Cape town, a popular destination for international incentives, has launched a green map which shows the city’s green spaces, nature reserves, organic eateries, farmers’ markets, recycling drop-off points, sustainable living projects, eco-products and other green choices. in Cape town there are also eco-friendly transport solutions. the Green Cab’s vehicles run on liquefied petroleum gas and bio-diesel which reduces harmful emissions by 87% and enable clients to reduce their carbon footprint while enjoying green incentives in south africa.

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on National Geographic. the fact that God’s Window, which gets its name from its almost one-km panoramic view of the Lowveld, is in the same province, is more reason for any visitor to cruise the province and also enjoy its canyons, waterfalls and echo Caves.

South Africa is also a global leader in conservation policies and practices, with twenty National Parks and several protected areas to conserve the country’s natural resources and heritage, which includes several important archaeological sites.

affordable luXury

South Africa offers good value for money and remains an excellent euro exchange destination, providing a wide spectrum of accommodation. Some hotels cater for business travellers and the high-end luxury market, but there are diverse hotels available across the country, ranging from family-centred establishments to interna-tional chains, and a growing selection of conference hotels, casino, and spa resorts, and a charming array of B&B accom-modation and guest houses. Facilities range from the ultra-luxury to the rustic, but most are noted for their high-quality, personalised service and warm hospitality.

elizabeth Randall, Managing Director of StR Global, a provider of market informa-tion to the global hotel industry, explains: ‘The legacy of the World Cup will continue to provide an opportunity for South African hoteliers. The nation’s warmth and hos-pitality was experienced by international spectators and projected on television screens worldwide. This goodwill coupled with significant investments in infrastruc-ture, such as Durban’s new King Shaka International airport, new express bus services, a new high-speed train connect-ing Greater Johannesburg with the airport and Pretoria, will contribute ongoing benefits to the South Africa hotel industry.’

Most popular CIty Centres

sandtonSandton hotels reported the highest occupancy levels during the 2010 FIFA World Cup™. the area is the economic hub of the country, and arguably the continent, and plays host to most major local and international business meeting, incentives, expos and conferences.

Cape townDuring the World Cup tourism revenue increased 220% for the period. Cape town is still the shinning jewel in the South Africa’s tourism crown, each year

attracting the most local and foreign visi-tors than any other location in the country.

durbanDurban offers world-class facilities, an all-tear-round warm climate, beautiful beaches, scenery and people, and warm oceans with phenomenal surfing and out-door activities. the city experienced the 3rd highest occupancy levels in the country during the 2010 FIFA World Cup™.

entertaInMent

South Africa offers visitors an indelible impression of urban South Africans through such places as the Newtown Cultural Precinct, as well as a glimpse into the beginnings of mankind through a visit to the Cradle of Humankind.

south africa offers visitors some of the most remarkable conservation and safari tourism in the world

durban

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arts & culture‘I recommend a day at the Cradle of Humankind just outside Johannesburg, followed by dinner at the Newtown Cultural Precinct. This will give you a real, and last-ing, impression of urban South Africans, as well as the rich, textured and intriguing his-tory of the great sprawling mass of people we call the human family,’ says a recent first-time traveller to South Africa.

going outIf it is entertainment and nightlife you’re after, South Africa’s several metropolises offer a diverse night out experience, from live music, to fine dinning, to some prestig-ious night clubs and bars.

A recent return visitor to Cape town shared his experience: ‘We met Mpho at a buzzing, bumping, belit nightclub in downtown Cape Town. He told us his name means ‘Gift’. He taught us all we needed to know about Kwaito over a few beers. In exchange we taught him the Highland Fling. I cannot remember when last I had so much fun.’

looking aheadSouth African tourism continues to grow albeit slowed growth in the face of the global economic crisis. By December 2010, tourist arrivals grew to over eight million

for the year. this growth was driven from all regions, and represented a healthy 15% increase over the previous year. the South African National Department of tourism has set medium-term targets of over 12,000 million annual arrivals by 2015.

the not so adventurous InCentIve tourIst

But not everybody comes to South Africa to test if they could survive the ‘Fear Factor’. For those who get pleasure from tranquility and bonding with nature and not abseiling down waterfalls and diving with sharks, there is more than enough to do.

fashion In January 2011, South African tourism teamed up with African Fashion International (AFI) to promote and support the concept of ‘fashion tourism’. there are a number of key fashion events each year, including Jo’burg Fashion Week in February, Cape town Fashion Week in June/July and Africa Fashion Week in October. South African tourism have put their support behind a vibrant, growing industry which provides yet another excit-ing reason for visitors to come to South Africa. this partnership is aimed at show-casing South Africa as a destination that has more to offer with offerings ranging

from lifestyle tourism, adventure tourism and rich with design and architecture.

sightseeingFrom the tip of Limpopo at the Beite Bridge with Zimbabwe to the feet of Cape town, South Africa is filled with beautiful mountain ranges and the never-ending coastlines. to put it simple, South Africa is a melting pot of luxury and complex-ity mixed with the basic simplicity and harmony with nature of Africa.

Winelands there is no dispute that Cape town pos-sesses some of the best winelands in the world. With the magnificent table Mountain as the background, what better place could you ask for than to tour the magnificent vineyards and get a chance to sample some of the best wines produced in the country.

After enjoying that tranquility, you can step into a boat and heard to probably the most famous prison in the world, Robben Island, where Nobel Prize winner Nelson Mandela and one of the most famous sons of Africa spent 27 years before becoming the country’s first democratically elected president. Don’t be misled, Cape town has plentiful and varied attractions, with wetlands, lakes and indigenous fynbos just to mention a few.

kwandwe ecca lodge

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destinations > ghent

ghentEurope’s best kept secret

ghent is a compact, dazzling city, centrally located and easily accessible, with something for everyone. it boasts excellent venues, mainly within walk-ing distance of many conference hotels. nested in a beautiful green region, ghent is an adventurous travel through history.

In 2008 National Geographic traveler Magazine published a list of the 109 most authentic destinations worldwide. Ghent ranked third! the inhabitants of Ghent have always been aware of this, and now the rest of the world has also discovered this bustling, young city and its unique assets for inhabitants, tourists and meet-ings participants alike.

City of cultureGhent is a city that is passionate about culture, in the broadest sense of the word. With the recently opened StAM

(www.stamgent.be), it has every right to be so. the magnificent abbey and convent buildings on the Bijloke site are worth a visit in their own right. Highlights include the fourteenth-century Gothic refectory decorated with pre-Van eyckian wall paint-ings. Of course, Ghent boasts a host of other museums.the UNeSCO has also named Ghent ‘Creative City of Music’. Not a surprising move, considering its many fantastic music festivals: the International Festival of Flanders Ghent, the Flanders International Film Festival Ghent, the Floralies, and of course the first Light Festival, which was a huge success.

news from ghent Convention bureau’s membersoude vismijnthe Oude Vismijn used to be the fish, meat and vegetable market of Ghent and is

© inform

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destinations > ghent

Ghent is a city that is passionate about culture, in the broadest sense of the word

located in the most historical heart of the city. It is a unique 19th Century neo-classi-cistic monument designed by the former city architect Pauli. this cultural historical patrimony has recently been renovated and is more than worth a visit, catering for 100 and 850 people alike.www.oudevismijn.be

sandton grand hotel reylof Sandton Grand Hotel Reylof with its 152 rooms is downtown Ghent’s premium sustainable hotel in an authentic setting, that will open its doors very soon. As from July 2011 39 elegantly decorated spacious rooms will be ready. As from September 86 supplementary rooms will be available and as from the 1st of October the rest of the rooms as well as the wellness centre will be ready. the hotel boasts over 600 m2

of meeting rooms.www.sandton.eu/gent

hotel gravensteenthe hotel Gravensteen with its 49 rooms is a 3-star property sheltered in a 19th century mansion in the heart of the city centre. It has been recently renovated in its original Second empire style. www.gravensteen.be

New members of the Ghent Convention Bureau are also the caterer Uitzend

Gastronomie, the restaurant Braemhof in Gentbrugge and the City Brewery Gruut.

the green keyGhent believes that sustainability is the way forward. By 2050 Ghent aims to become a climate-neutral city. Organisations, companies, associations and citizens alike can contribute to a more beautiful and liveable Ghent. the city council also plays an active role in the fight against global warming.

So far, four hotels have obtained the ‘Green Key’ in Ghent: NH Belfort Hotel, NH Sint-Pieters Hotel, Ghent Marriott Hotel and the express by Holiday Inn. Meetings venues will also be Green Key-certified and a campaign to do so was launched at the eMIF fair in Brussels last month. the first Green Keys are to be issued in 2012: ICC Ghent and Flanders expo will lead the way.

Brand-new Meeting & Incentive Guide 2011 now available!the brand-new Meeting & Incentive Guide 2011 can be down-loaded from www.gentcongres.be. the yearly guide offers 72 pages of information on what Ghent and east Flanders have to offer for the organisation of your next event.

bord’eau - oude vismijn

sandton grand hotel reylof

ConventionBureau

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• Analysis of congress/meeting requirements

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• Help with partner programs, transfers, excursions, guides & social events

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• Supply of promotional publications

• Inclusion of your event in our online convention calendar

The Geneva Convention Bureau offers the following services free of charge:

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MiM 37

destinations > geneva

eurofinance in genevaA conference to rememberGeneva is known the world over as the United Nations headquarters and the head office of the International Committee of the Red Cross. Distinguished by its unique geographical position in the heart of europe, state-of-the-art technology, high-quality services and ranking as a world-class city, it also bears all the advantages of a compact town. No wonder euroFinance held its last conference there.

euroFinance’s 19th annual International Cash and Treasury Management confer-ence held at GeNeVA PALeXPO in October 2010 indeed proved to be a massive success. taking place over three days with over 1,900 delegates in attendance, euroFinance’s flagship event returned to the Swiss city for the first time since 1997. the central location of the city within europe was a draw as well as the refur-bished conference and exhibition facilities at GeNeVA PALeXPO.

there was an increase of 15% on number of attendees from 2009 showing that the corporate treasury market has regained a thirst for knowledge that euroFinance has continually delivered year on year. Attendees travelled from as far afield as China and India, proving that euroFinance provide a truly international perspective

and the perfect networking platform for the global treasury community.

key facts/figures of the event • A 3-day event with 7 afternoon streams • Over 1,900 delegates attended • 80 exhibitors over 4,200m2 of exhibition space

• 61 countries represented • 121 speakers

this year’s flagship event was sponsored by RBS, HSBC, ING, Citi, Deutsche Bank and Nordea and delegates heard from leading Global businesses including Amazon, Bharti enterprises, Huawei, Vivendi, Ford, Google and Lufthansa, to name just a few. the conference was chaired by Andrew Sawers, editorial Director, euroFinance.

the full programme can be found at www.eurofinance.com/geneva.

Other highlights included euroFinance’s annual Treasury of the Year Award, which went to Akzo Nobel this year. the event also signified the launch of the latest edition of our annual Treasury Perspectives publication. Visit www.treasuryperspectives.com to download the latest issues.

contactanjaloetscher,directorGenevaconventionBureauGenevatourism&conventionst.+41(0)[email protected]

© arnaud Childeric-kalice

19th annual International Cash and treasury Management conference

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Situated between the Alps and the Jura Mountains, geneva, renowned for its majestuous lake, presents refreshing surroundings of alpine scenery against a backdrop of green countryside. the city draws thou-sands of people each year to events such as conferences, conventions and meetings - most of them at the international Conference Centre geneva (CiCg) and gEnEVA pAlEXpo. below is a case study of another event that was a resounding success.

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destinations > biarritz

A prime destination forever branded by the passage of Napoleon III and the Famous, Biarritz has always been one of France’s most welcoming towns. A century ago, thanks to the empress eugenie, the little whaling town became a fashionable summer resort that, through the years, has stayed open to the outside world without ever losing its identity.

unique combinationtoday, Biarritz is undoubtedly the only town where you can see neoprene-clad surfers with their boards under their arms crossing paths with business men in suits and ties carrying towels. A funny image, yet so common... Open-minded and multi-cultural, Biarritz, the pearl of the Basque coast, carries a unique combination of styles close to its heart and loves bringing opposites together. With two airports (Biarritz airport, conveniently near the city centre and only 20 minutes from San Sebastian airport), Biarritz is connected to most of the main

european capitals and cities (London, Geneva, Madrid, Barcelona, Rotterdam…) and Paris itself is only one-hour flight away (Roissy Charles de Gaulle and Orly). the three congress centres are located right at the heart of the town, in historical Belle epoque, Art Deco and Art Nouveau style buildings. Since they are only a few meters apart, you will really be able to make the most of your time there. And if you wonder what Biarritz’s maximum capacity is, it’s 4,500 people in the Iraty Hall. Who would have thought?It is no coincidence that so many signifi-cant events take place in Biarritz; with the support of the town’s renowned infrastruc-ture and know-how, success is guaranteed.

one of biarritz’s flagship hotels: the sofitel thalassa biarritz le Miramarthe 5-star Sofitel thalassa Biarritz Le Miramar and the thalassotherapy Institute are a combination that form a refer-ence establishment, in terms both of the welcome offered and of the treatments

the stunning beach of biarritz, where Empress Eugenie and other great names in history once walked, has become a leading travel - but also business - destination. it is the active yet chic seaside resort par excellence, and a surfing and golf capital. Set at the heart of the basque Country, it boasts a rich heritage and a culture true to tradition. biarritz captures the very soul of Southwestern France.

relaxed meetings in biarritz

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Casino

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destinations > biarritz

administered. Its white façade, all gentle and harmonious curves, stands proudly against the revitalising spray of the sea.

entering the Sofitel, one is struck by the marriage of modernism and elegance. the quality of the welcome is worthy of the great palaces of the past, with the tradition of personalised service. the atmosphere is warm and the staff members are available at all times. the hotel rooms are decorated with noble and natural materials and feature warm, gentle tones. the layout of the Sofitel thalassa Biarritz Le Miramar is functional and comfortable. You can be at the thalassotherapy Institute, your room, the pool, the well-known casino or the beach in a matter of seconds. As for the centre of town, it is mere minutes away.

the hotel boasts 126 rooms, 17 of which are spacious suites, and all of which fitted out according to Sofitel’s high-end ‘My bed’ concept, are spread out over six floors with the possibility of a sea view. Soft sand and ecru tones, mixed with hot colours such as amber and honey, provide each room and bathroom with calm and serenity

so that you enjoy optimal relaxation - the key word during a stay in Biarritz, along spa, treatments, massages, and all kinds of therapies of course!

And if you want to combine a laid-back stay with a seminar, the Sofitel thalassa Biarritz Le Miramar is the place to be. It boasts three renovated meeting rooms with air conditioning and sound insulation including one ‘executive Board Meeting Room’with views of the sea. ‘La Villa les Vagues’ accommodates around 20 people for board meetings, management meetings and all other types of meetings that require a high degree of comfort and technical facilities with a sea view. the hotel also has two other modular meeting rooms available that can be adapted to meet your different needs for conferences, exhibitions, plenary sessions, committee meetings, etc. two account executives will assist you in setting up and following up your event. Our specialised events partners are also available to provide any assistance or service you may require.

www.biarritz.fr/www.sofitel.com

a prime destination forever branded by the passage of napoleon iii and the Famous, Biarritz has always been one of France’s most welcoming towns

getting to biarritz + By car: 8 hours from Paris, 3h from

toulouse, 2h from Bordeaux, 1h from Pau

+ By train: 10 minutes from the Biarritz Negress railway station. the high speed tGV train runs from Paris Montparnasse to Biarritz La Négresse (4h45)

+ By plane: 10 minutes from Biarritz Airport. Up to 6 flights from Paris per day (1h15), 3 flights from Marseille per week between March and October (1h05), Up to 3 flights from Lyon per day (1h10), 2 weekend flights from Geneva per week (1h10), 2 weekend flights from Nice per week (1h20), flights from Stockholm and Rotterdam between April and October, brand-new flight from Charleroi, Belgium twice a week

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le Miramar

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MiM 41

destinations > Morocco

Morocco Marvellous Mazagan beach Resort

On entering the hotel building it is obvious that it has been designed and built to a very high specification in a Moroccan mod-ern looking style. the welcome tea offered in the large entrance lobby is served by a beautiful man dressed in white, with a warming smile. everything in the resort is huge, which seems to be symbolized by the an enormous vase which you cannot but notice when you enter the lounge.

the structure of the hotel has been cleverly made so you do not get lost. the

rooms are spread over a number of wings with either a view on the Atlantic ocean, the lagoons, the golf course or the pool. And there are 500 of them! Of course, the four tastefully designed restaurants cater to everybody’s likings.

flexible and negotiableConference facilities, spread over 2,000 m2 of flexible space, have a nice view on the gardens and include one plenary room, for up 1,300 people in theatre style, and one sub-plenary room of 277 m2 - both

can be divided in smaller rooms. If the breakout rooms are not sufficient in the conference area, the conference and banqueting department can easily create additional rooms by converting bedrooms. In short, everything can be discussed and negotiated…

the beautiful spa with charming staff also lies close to the ocean and offers panoramic views of the lush landscaped gardens, a real heaven. And if you feel like being entertained, there are a huge casino

opened in 2009, Mazagan beach Resort is a stunning hotel set in acres of land situated on the coast of the Atlantic and one hour drive on a newly built highway from Casablanca’s airport in Morroco. it is huge but definitely manages to retain a charm. report CéCile Caiati-KoCh, photos Françoise Moehler

MiM 42

destinations > Morocco

as well as a night club on the premises.A positive aspect of this hotel is the level of security displayed everywhere: there are security guards dotted all over the hotel, especially near all the lifts and at the intersection of walkways. Being a casino hotel surely has a lot to do with this. Let me also mention the golf course that stretches out alongside the beach on the ocean shores - there is even a nice clubhouse overlooking the ocean, which can also be used for dinners and recep-tions. Isn’t that perfect?

outdoor activitiesthe good news is there is plenty to do out-side. A visit to el Jadida, previously known as Mazagan, an unspoilt small city with a rich Portugese historical background,

the good news is there is plenty to do outside. a visit to el Jadida, previously known as Mazagan, an unspoilt small city with a rich portugese historical background, is ideal for a treasure hunt on a lazy afternoon

is ideal for a treasure hunt on a lazy afternoon. this kind of outing usually ends on a typical note: a cup of tea served in a nicely refurbished townhouse which is now a bed&breakfast On the large sandy coast and in the surrounding forrest, you can also enjoy horseback riding - the resort boasts its own stable - and squat driving for those who like the thrill of it. Just have a look at the pictures: they just speak for themselves.

contactMathilderosedirector-GroupsalesMathilde.rose@kerzner.comwww.azaganbeachresort.com

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