TRAILBLAZING MAGAZINE June 2020

“ALBANIA’S

NEW NORMAL IS TO LOOK INSIDE”

TOURISM | HOSPITALITY | BUSINESS | DIPLOMACY | CULTURE

SECOND ISSUE • JUNE 2020

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F RO H E E D I TO R TO UM R I STM

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IT IS A MATTER OF TRUST JOSE PINTO Founder of JPHOSPITALITY.EU Contact at: jose.pinto@jphospitality.eu https://jphospitality.eu/

RUDINA HOXHA Editor & Co-Founder JPHOSPITALITY.EU Contact at: rudina.hoxha@jphospitality. euhttps://jphospitality.eu/

Set Your Mind to Build Trust and Grow It’s time to say WOW it is over?

No, but time to stop panicking and It’s time to prepare be mindful and guide our employees for the opening to the NEW NORMAL ERA. Be innovating within your inner mind. Practicing mindfulness now (tune into what we’re sensing in the present moment rather than rehashing the past or imagining the future) , it makes you think deeply in what is surrounding you, makes you be you and deep breathe again.

That’s not to say that it won’t be hard.

You cannot go forward without “building trust” in order that we look for growth and a sustainable return of our business. We must appreciate the time we were locked in, what an experience above all other experiences of “WFH” (working from home), some of us trying to survive in our day today, others enjoyed family moments, knew their neighbors and had extra moments for deep thinking which never experienced before.

Now it’s time to re-start again and; You must start to distinguish your activities and ensure you are not in only in compliance with your own hygiene, cleaning and safety procedures, but more than anything else you are in compliance with the client/customer origin requirements.

Let’s have in mind that the components of trust are competencies, objectivity, fairness, consistency, goodwill knowledge and expertise, openness and honesty, concern and care.

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TA B L E OF CONTENTS

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20

The Culture and Tr a d i t i o n s

Golf for Al(l)bania

Kep Merli

PAGE

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PAGE

24

35

42

The Future of Hotels

Madeira

Scout Concierge

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50

56

Customer Experience

Make an Impact in the Society

20

5

THE CULTURE AND TRADITIONS ARE KEY ELEMENTS TO SUSTAINABLE TOURISM

BY JOSE PINTO

T

ourism

and archeological in

is key to

between others

populations

The preservation and

to share

exchange of those

and know each other

with the incomparable

better, have better

beauty of the

understanding and

mountains, the rich

Jose Pinto, Founder of JP

above all exchange and

forest, the two oceans,

share culture, traditions

and the multi religions

and much more

are important factors in

The European concept

the conception of the

HOSPITALITY.EU

which is the Cultural

today Tourism.

and Traditional Tourism, therefore

In my recent visits to

Albania which has a

the different corners

millenary history should

of our Albania “my

preserve and defend its

paradise found” I

artistic, architectonic,

have noticed that

gastronomic, folkloric,

communities are

7

T R IR SM TOOU U ISM

JP TRAIBLAZING MAGAZINE

very proud of their

I personally had

traditions, culture,

defended this principle

their religion and

everywhere I have been

gastronomy ,those

throughout my career. I

must be fully explored

have integrated to each

and preserved by the

hotel and restaurant

authorities and private

the local products thus

sector when developing

fomenting the local

plans for promoting the

economy and putting

regions.

JP TRAIBLAZING MAGAZINE

“We MUST focus in the areas were competitive countries do not”

all Albanian products

product , the slogans

including wines as their

“Be Taken by Albania,

first choice .

Go your Own Way slogans all over the

Each Government

world in everything we

sector must include on

do, present, etc.

their annual budget the promotions of regional

The need of

products and elements.

concentration on

Those must be part of

Tourism, requires that

the calendar that the Ministry of Tourism and Culture when elaborating their annual trade fairs or invitations to Potential Travel Agents.

We MUST focus in the areas were competitive countries do not, they got obsessively busy with their growth and are forgetting to give importance to their internal “assets” or roots.

We must include “Made in Albania, in every

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9

TO U R I S M

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JP TRAIBLAZING MAGAZINE

every single Minister,

of their mails , letters,

I cannot think about

and Government

posters, flyers etc.

anything else, I defend a strong creation

Administration have a close coordination and

Since my arrival to this

of past and present

prepare together words

beautiful incomparable

elements that can serve

or phrases to promote

country “My Albania”

to be the foundation

Albania, this can be

I felt that the Cultural

of such. Albania has all

done via a single

Tourism could be key to

of us.

banner on the bottom

the economy and our people .

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Avis has 18 years of experience in Albania. It has been one of the first Rent a Car companies in Albania and one of the most successful in this field. Avis Rent a Car Albania with its highly skilled staff, offers the finest level and wide range of services. Its three main desks are placed in Nene Teresa International Airport, Tirana Downtown and Port of Saranda.

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GOLF 03

FOR AL(L)BANIA

BY By STEPHEN Jose RIDGWAY* Pinto

H

12

undreds of miles of

developers and hotel chains turn to

sandy beaches, a

golf to attract the higher-end tourist

fantastic Mediterranean

market. A golf course can lengthen

climate and many

a destination’s tourist season by

natural and cultural wonders. The

attracting golfers wishing to play

tourism potential in Albania is

when it is too cold for them to do

huge. But outside of the immediate

so in their own country. The average

region, the country has an image

golf tourist spends significantly

problem and an under-developed

more than a non-golfing tourist

infrastructure which is putting off

and will often be a repeat visitor.

potential visitors from the more

Golf courses are catalysts for other

developed parts of Europe. This in

infrastructure, such as hotels and

turn, deters foreign investment into

real estate and these attract other

the country. So how can the country

related services, boosting local and

turn this around and could golf be

regional employment. Over the last

the answer?

20 years, traditionally non-golfing

It’s not difficult to see why

countries such as Vietnam, Dubai

13

TO U R I S M

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But golf has a lot more to

entitled ‘Sustainable

solutions to new

socialising. Golf

offer than just 18 holes

Golf – Development

problems right across

facilities everywhere, of

of manicured grassland.

Guidelines’

the globe. These

all shapes and sizes, are

Through careful and

https://sustainable.

facilities are generating

used as meeting spaces

creative planning

golf/assets/0004/7963/

benefits for their

for local community

and decision making

GEO_Dev_Guide_Web.

social and natural

groups and councils,

under the guidance of

pdf states:

environments whilst

school groups, evening

‘Golf has great potential to positively contribute towards sustainable development across emerging and

providing multiuse

socials, coffee clubs,

recreational facilities

local markets and

for all generations.’

more. They also play

Facilities like this typify

local habitats, cleaning

established markets.

the sentiment that

rivers and streams,

We are seeing more

golf can be more than

housing bats, birds and

and more new and

a game... they can

amphibians, connecting

existing golf facilities

be new recreational

green corridors and

developing innovative

facilities for golf,

linking up wider

walking, cycling and

pedestrian networks.’

an experienced golf course architect, golf courses can deliver huge benefits to their local communities, the environment and the economy.

The foreword taken

a role in conserving

and Mexico have all

seen all over the world

from a publication by

benefitted greatly from

as an expensive, elitist

the Golf Environment

the introduction of golf

sport and whilst this

Organisation (GEO)

tourism. Within the

may be seen positively

‘This work is being

Mediterranean, Turkey’s

as a status symbol by

done now and often

Belek resorts have

some, it is often this

goes unnoticed.’

made a considerable

which gives golf a bad

contribution to the

image and inhibits the

country’s tourism

game’s development

revenues by extending

in a country. Then

the tourist season. But

there’s the perceived

there are also problems

detrimental impact to

with introducing golf

the environment and

into a country with no

questionable use of

golfing heritage. Golf is

natural resources.

14

COMMUNITY BENEFITS

– Golf has a positive social, health and welfare benefit to

“GOLF COURSES CAN DELIVER HUGE BENEFITS TO THEIR LOCAL COMMUNITIES” 15

T R IR SM TOOU U ISM

JP TRAIBLAZING MAGAZINE

JP TRAIBLAZING MAGAZINE

SO HOW COULD ALBANIA USE GOLF TO BOOST

both golfers and its surrounding community: • Encourages all age participation.

ENVIRONMENTAL BENEFITS

Some of the ways in which a wellconceived, designed and constructed golf

TOURISM AND BENEFIT THE LOCAL COMMUNITY IF

• Flooding and erosion

ECONOMIC BENEFITS

control.

A successful golf club

• Water treatment,

can add value to the

One option could be for the Albanian

storage and re-use.

local and regional

government to develop a golf course themselves.

• Cooling effect for

economy by:

By doing this, the government would send out

NO ONE IS WILLING TO INVEST?

a message to nervous investors that they are

surrounding property.

• Filters dust, pollen

• Creating

committed to improving their tourism offering as

and noise pollution.

employment – directly

well as giving them a focus for their investments,

• Creates and manages

and indirectly.

whether that be hotels, real estate or other

beautiful, integrated

• Generating taxes –

sporting activities including additional golf

landscapes.

directly and indirectly.

courses.

• Educates locals and

• Promoting charitable

visitors about the

fundraising.

To further improve it’s sustainability, the course

benefits of protecting

• Generating year-

should be open to the public as well as tourists.

their environment.

round tourism.

This would generate interest for a game where

• Can be developed on

• Attracting higher

there currently is very little and give a sense

degraded, derelict or

spending tourists.

of ownership to the community in which it is

poor-quality land

• Attracting other

situated. Tourists would be charged a premium

and as a meeting place.

forms of tourism such

rate to play which they can afford whereas

used for community

as cultural, business,

registered locals could play for a much-reduced

gatherings, weddings

sports, health and

fee such as is in operation at the ‘home of golf’

and as a meeting

MICE .

St. Andrews (Scotland) where the university

place.

• Increasing property

students and town residents pay a much lower

prices.

annual or daily fee to play any of the seven golf

• Attracting new

courses than visitors do.

• Adapted for all skill levels.

• Promotes face to face interaction.

• Reduces stress.

• Improves fitness .

• Promotes good life skills such as sportsmanship, respect, integrity, honesty and selfcontrol.

• Facilities can be

course can benefit the local and regional environment are: • Protects, enhances and creates new wildlife habitats for native flora and fauna species • Improves biodiversity • Creates wildlife corridors

businesses to the

16

area.

And golf courses don’t have to be particularly

• Providing an

expensive to build. The land is the expensive bit,

additional amenity for

but if that belongs to the government then that’s

nearby hotels.

the biggest hurdle already overcome. With the

17

TO U R I S M

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TO U R I S M

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right parcel of land in

as major roads or

Designing a golf course

golf course to increase

returns from sales will

work, a developer or

the right location and

housing will require

within a real estate

a plot’s desirability and

far exceed the cost

a politician, there’s

the right golf course

significantly more than

development is trickier

value. This will mean at

to construct the golf

something for everyone

architect, a quality 18

this. Consideration

because as well as

least doubling the land

course.

regardless of age,

hole golf course could

should also be given

making the best use of

requirement compared

Golf has so much

gender or class. So

be constructed for

to including practice

land for the golf course,

to a standalone golf

to offer so many

come on Albania, give

as little as 2 million

facilities such as driving

you are also trying to

course. But as long

people. Whether you

it a go and reap the

Euros plus the cost

ranges, chipping zones

maximise views from

as you the land is

are a golfer, a non-

rewards!

of a clubhouse and

or a golf academy.

the housing on to the

available, the eventual

golfer, looking for

maintenance facility.

It could even be developed in phases of 9 holes, particularly if there was a residential element included in it.

Typically, a full 18 hole golf course without housing on relatively flat land requires a

* STEPHEN RIDGWAY IS DIRECTOR –

minimum area of 50

Ridgway Golf Design Ltd www.ridgwaygolfdesign.co.uk

hectares although ideally you’d want more

Stephen is a golf course designer and

than this to allow for a

member of the European Institute of Golf

good buffer between

Course Architects (EIGCA). He has been

holes for wildlife

involved in the design or renovation of

corridors etc. A site

more than 50 courses around the world and

with steeper terrain

heads his own design firm based in the UK.

or with surrounding infrastructure such

18

19

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21

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YOUR ELECTRONIC WALLET PAY FOR MORE THAN 30 SERVICES

Electricity Bills

Water Bills

Kindergarten Fees

22

PayTV

Internet Bills

OFFICIAL PARTNER OF:

Police Fines & Taxes

Microloans

Insurance

Tickets

Mobile Top-Ups

E-Commerce

The Future of Hotels in the Age of Coronavirus

W

hat will

cleaning programmes

taking place, especially

hotel stays

and certifications that

when it comes to

be like in

will mean all ‘high-

technology. In the

the aftermath of the

touch’ surfaces such

coming months, some

pandemic? The reality

as TV remotes and

properties will begin

is that, for a while,

light switches will be

using electrostatically

some of the more

immaculate. We can

charged mist and

human, tactile services

also expect gyms to be

even ultraviolet light

we love about five-star

sanitised throughout

to sterilise interiors..

hotels will disappear as

the day, seals on

LightStrike Germ-

hygiene becomes the

bedroom doors to show

Zapping robots from a

number-one concern.

no one has entered,

company called Xenex

General managers

and guests required to

– which emit ‘intense

may not greet us with

use their smartphones

germicidal’ light using

a handshake upon

for contactless check-

pulsed xenon gas to

arrival – but that’s OK

ins and unlocking

destroy pathogens –

because other forms of

doors.

are already being used

greeting will replace

at the Westin Houston

it. To boost customer

What’s interesting

Medical Center hotel

confidence, chains

about the crisis is

in the US, for example.

such as Radisson are

that it is accelerating

Robot butlers will

that was Phas l uextensive s q u is vochange l u tpat nualready l l a, valso itae rollingel out start making an appearance. r u tr u m neq u e. D o nec r ho nc u s, u r na q ui s el eifend po r ttito r.

25

H OT E L & R E S O R T I N S I D E R

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For properties that

coating to walls and

apartments’ come

have chosen to close

floors to make them

with meals cooked by

for a while, such as the

self-sanitising.

a personal chef that

Prince Hotel in Hong

You might be sad to bid

can be ordered via

Kong, a period of

farewell to the buffet

iPad, and even in-room

downtime is allowing

and the minibar but the

coronavirus testing. All

for intelligent revamps

1 Hotel West Hollywood

this said, what we are

that future-proof ‘clean’

now offers curated

most looking forward to

living. When the hotel

Feel Goodies Wellness

is a future when all we

reopens in a year or

Minibars designed by

need to worry about is

two as the Marco Polo

lifestyle expert Hannah

what flavour margarita

Prince, there is a good

Bronfman – guests

to order and who will

chance it will be fitted

receive a selection of

unpack our suitcase for

with thermal scanners

healthy snacks and

us.

(to identify people

drinks on demand. Over

Courtesy: The Condé

with fevers), mobile

in Tulum, Mexico, Hotel

Nast Traveller

check-in systems

Esencia is swapping

and lifts without

paper menus for QR

buttons. By then, self-

codes to scan with your

cleaning materials and

mobile phone. You can

antibacterial surfaces

then select your choice

will have kickstarted

of tacos and ceviche

a trend for anti-viral

from a PDF on your

decor. Last year,

screen.

“INTELLIGENT

the Hotel Ottilia in

Nothing compares,

REVAMPS

Copenhagen became

though, to the lengths

one of the first in

that Le Bijou hotel

THAT FUTURE-

the world to apply a

in Zurich is going

special, long-lasting

to – its ‘quarantine

27

PROOF ‘CLEAN’ LIVING”

TO U R I S M P I C KS

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Int e r nati o n a l B i o d i ve r s i t y Day /Natu ra l w e a l th o f A l b ani a tra n s fo r m e d i n to t o ur is t attra cti o n

IBA (Important Bird

pelicans in the world

in Lake Tirana.

Areas), or Ramsar sites,

and 1 of the 2 species

Natural resources, the

with more than 20,000

found in our country,

beauty of the Albanian

species of waterfowl

along with what

provinces and forests

per area.

everyone knows: the

have become a tourist

To the list of birds

curly pelican (Pelecanus

attraction for local and

our country. Albania is

in the Vjosa-Narta

crispus) or the world’s

foreign visitors where

known for the variety

Protected Landscape,

largest freshwater bird.

they have the opportunity

of landscapes and is

1 new species was

We also have an

to observe rare animals

ranked among the

added: the pink

increase in wild fauna

and birds that cannot find

countries with high

pelican (Pelecanus

species in Kune-Vain; in

in everyday life.

biodiversity in Europe.

onocrotoalus).

Shkodra Lake, in Narta,

Courtesy: Albanian

The protected areas

The pink pelican is

Butrint, Orikum, Patok,

Telegraphic Agency (ATA)

are already quiet

one of the 8 species of

in Karpen, Seman and

and safe habitats where the fauna is constantly increasing and getting enriched.

There are about 70 species of waterfowl with a population of 180,000 individuals International

Albania is a party, was

wintering in these

Biodiversity Day,

adopted.

areas. At least four

was declared by

In the framework of

of them (Karavastaja,

the United Nations

this day, Prime Minister

Narta, Shkodra and

General Assembly to

Edi Rama posted in

Ohrid) are considered

commemorate May

the social media a

areas of international

22, 1992, when the

video with some of the

importance for

text of the Biodiversity

natural resources in

waterfowl known as

Convention, to which

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TO U R I S M P I C KS

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TO U R I S M P I C KS

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St e fano B o e r i D e s i g n s t h e T ira n a R i ve r s i d e Ne ig h b or h o o d, Ta ck l i n g p o s t COV I D - 19 Ne e d s Government and the City Authorities.

Created to respond to the new needs of the post-COVID 19 pandemic phase and conceived as a solution for the homelessness emergency caused by the 2019 earthquake, the Tirana Riverside project takes on many challenges. Designed for 12 thousand people, the neighbourhood

Stefano Boeri Architetti

neighbourhood, a first

also meets all the

has unveiled its

of its kind in Europe,

sustainability measures

recent scheme for

is a technologically-

required by the current

Tirana Riverside, in

advanced, green

climate crisis.

the Albanian capital.

and sustainable

In collaboration with

Tackling post-COVID

novelty, designed in

SON-Group, the

19 needs, the imagined

agreement with the

30

Stefano Boeri- scheme

puts in place an ecofriendly and selfsufficient intervention, “equipped with all the technology found in today’s Smart Cities and capable of guaranteeing the safeguards and health

safety

city. Dubbed “Tirana

requirements

2030”, the intervention

necessary

aims at the redefinition

to face the

of the Albanian capital

uncertain

as a new metropolitan

post-COVID

city and that is to be

19 future

considered as the most

scenarios”.

far-reaching national

Since

and territorial urban

2015, Stefano Boeri

reform in Albania of the

Architetti has been

last 25 years.

also operating through an office in Tirana,

Courtesy of ArchDaily

currently engaged in

Photos courtesy

developing the General

of Stefano Boeri

Local Plan and the

Architetti.

strategic vision of the

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Tirana – Paris

W izz A i r A n n o u n ce s a Ne w B a s e i n T i ra n a

Tirana – Rhodes

Beauvais (Monday,

(Thursday, Sunday, from

Wednesday, Friday,

July 16)

from July 15) Tirana – Berlin SFX

Tirana – Frankfurt Hahn (Tuesday, Thursday, Saturday,

countries from Tirana

Friday, from July 15)

from July 16)

starting from July 2020, bringing the total to

Tirana – Karlsruhe/ Baden Baden

Malpensa (Daily, from

25 destinations from

(Wednesday, Sunday,

July 16)

Tirana International

from July 15) Tirana – Bari

Tirana – Milan

Tirana – Turin (Tuesday, Thursday,

(Monday, Wednesday,

Saturday, Sunday, from

the economic relations

Friday, Sunday, from

July 16)

between the two

July 15)

Tirana – Heraklion

countries, Albania and Hungary leading to a greater boost to business and tourism.

New Routes from Tirana: Tirana – Brussels

Airport in July 2020.

Air, the largest low-

Along with the

Charleroi (Wednesday,

cost airline in Central

establishment of

Sunday, from July 1)

and Eastern Europe,

the new base and

announced the new

complementing the

(Tuesday, Thursday,

base in Tirana. The

already operated

Saturday, from July 2)

airline will base 3

ten routes, Wizz

Tirana – Prague

Airbus A320 aircraft

Air announced 15

(Monday, Friday, from

at Tirana International

new routes to eight

July 3)

32

(Tuesday, Saturday, from July 18) Tirana – Catania (Tuesday, Thursday, Saturday, from July 23) Tirana – Hamburg (Monday, Friday, from

another milestone in

On May 29, Wizz

July 17) Tirana – Basel

(Monday, Wednesday,

Airport. This will be

(Tuesday, Saturday, from

Tirana – Eindhoven

33

July 24)

TO U R I S M P I C KS

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C R A F T S /A R T I S A N S

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MADEIRA,

a Great Example for Albania to Follow KEEP YOUR ROOTS ALIVE

BY JOSE PINTO & RUDINA HOXHA

Paula Luísa Jardim Duarte, President of Instituto do Vinho do Bordado e do Artesanato da Madeira (IVBAM), takes TRAILBLAZING Magazine in an exciting journey to explore what is Madeira best known: embroidery, wine and handicrafts.

FULL INTERVIEW BELOW: Please can you share with us some insights into IVBAM? What brings together the components of IVBAM?

to the industry of these sectors and their products.

There

The Madeira Wine, Embroidery

- all are world-renowned products

accompanies, values, defends and

of excellence (eg Madeira wine,

promotes all links in Madeira’s

Madeira

wine, embroidery and handicraft

Embroidery,

Madeira

wickerwork, embedded work, etc.),

production chain, from its creators,

- all are presented as consecrated

winegrowers,

brands in different continents and

embroiderers or other craftsmen,

34

between

or Handicraft, namely:

Autonomous Region of Madeira,

are

common

whether it is their Wine, Embroidery

is the Public Organism that in the

they

in

the traditional products of RAM,

and Handicrafts Institute, IP-RAM,

whether

is

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of this department to organize the

synergies, expanding networks and

What is IVBAM doing to be always known and make these products sustainable in the international market? How important is this part for the promotion to Madeira

interest of Autonomous Region of

simultaneously promoting brands,

tourism and to the Madeirenses?

communication of IVBAM, IP-RAM,

Madeira, the defense, promotion

products

The Promotion Department of the

to elaborate and develop strategies,

and valorization of all the players,

valorization of the sectors.

IVBAM, IP-RAM is the operational

marketing campaigns and publicity,

brands and products;

service responsible for coordinating

to carry out the study and market

and

managing

prospecting,

dissemination

have common traditional export

Institutes: Madeira Wine Institute

destinations, for example, United

and

States, Great Britain, Switzerland

Tapestries

and even Japan - and since it is an

Madeira

Embroidery

Institute,

and

the

and

creating

defense

and

2006,

the

opportunity

was

and

presented

to

merge

two

wines,

In

the

the

embroidery

participation of IVBAM, IP-RAM, in events of a promotional nature, to ensure the public relations and

promotion

of

Madeiran

and

regional

detect

business

opportunities, observe competition behavior,

and

identify

national

and international marketing and

handicrafts. It is the responsibility

distribution channels.

IVBAM’s

promotional

strategy for Madeira Wine has been the consolidation and increasing its current position in the markets where already

this

product

known

is and

appreciated, while at the same time developing and conquering new markets and new consumers. To this end, and through a concerted action between the public sector and the Madeira Wine producers, a number of initiatives have been carried out to

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promote and disseminate Madeira

material that serves as support for

such as wines, other beverages

immediate action when it detects

Wine, both at regional, national and

the promotional actions and the

and food products produced in the

or when it is informed that there are

international level, for instance, the

actions of web marketing through the

Autonomous Region of Madeira,

situations of counterfeiting of the

presence in the main world fairs of

official website of Madeira Wine and

growth is positive and sustained.

products

the sector, conducting wine tastings,

Facebook.

In the case of traditional arts and

Such cases are immediately verified

organizing

How much will be generation of employment in the different

crafts products, like Embroidery and

and communicated to the competent

other crafts, there is a sustainable

authorities

valuation of the products but the

that could call into question the

work mass is more volatile.

genuineness, quality and good name

foodpairing

sessions,

inserting advertising in prominent publications and inviting journalists and other leading experts in the world of wines to visit the Demarcated Region of Madeira. The educational actions for professionals of the Horeca channel have also deserved special attention, as well as the realization of quality promotional

industries under the IVBAM ? Did it had a sustainable increase since its inception ?

All sectors under IVBAM’s supervision have a free-market operation and function on the basis of demand

How is IVBAM dealing with the fake products under Madeira name and the how the Madeira Embroidery keeps their designs

and supply. Thus, for immediate

authenticity since 15th century ?

and ephemeral consumer products

IVBAM, IP-RAM has a policy of

38

under

so

its

that

guardianship.

any

products

of the Madeira Wine, Embroidery or

other

immediately

handicraft removed

brand

are

from

the

market.

Both

39

the

wine

and

embroidery

C R A F T S /A R T I S A N S

JP TRAIBLAZING MAGAZINE

sectors defend their genuineness,

How

quality and typicality through laws

Embroidery are in archives?

that

There are countless designs and motifs

define

their

manufacturing

many

JP TRAIBLAZING MAGAZINE

Madeira

designs

of

Embroidery

Madeira

processes, characteristics of their raw

of

that

have

materials and their products, as well

already been created and are found

as the norms to be followed to be

either in the original library of the

introduced in the commercial circuit.

manufacturers and in IVBAM, IP-RAM.

At the same time, they registered their trademarks and designations of

Embroidery

manufacturers,

through

origin, both in Portugal and in their

their “Designer” are free to design the

main export markets.

most varied designs as long as they comply with the specific requirements set forth in the Law.

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C R A F T S /A R T I S A N S

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SCOUT CONCIERGE

We provide a full relocation and Investment package for foreigners who want to live or

Guarantees the Best Relocation Experience in Portugal

invest in Real Estate in Portugal.”

We provide a full relocation

foreigners who want to

S

live or invest in Real Estate in Portugal.”

andra Marciel is the

and wellness, SCOUT CONCIERGE

Founder and the CEO

guarantees the best experience in

of

Portugal.

Concierge

Portugal which is a top Talking

company acting as a

about

the

start

of

her

one stop shop providing all types of

company, she said “The idea came

services to people or companies in

after I got divorced and I decided

a temporary or permanent country

to develop a business on my own.

reassisgment.

We provide a full relocation and acquisitions,

Investment package for foreigners

shopping, school search, housing,

who want to live or invest in Real

services, business or even vacations

Estate in Portugal.”

From

legal

issues,

42

and

Investment package for

BY RUDINA HOXHA

Scout

R E A L E S TAT E

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SANDRA MARCIEL

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“For a streamlined and successful

the interconnected areas of Real

move experience, the clients will

Estate

need an expert concierge to help

Country Reassignments and Golden

them navigate through the complex

and Residence Visas by supporting

process of obtaining visas, mortgages,

foreigners in need of personal and

real estate and/or rental contracts,

professional services when arriving in

legal documents, health and various

Portugal.

other insurances, bank accounts and registrations. Our menu of services also includes Interior Design and Construction Services. All of this within a reasonable and realistic time schedule,” she concludes.

Marciel, a Portuguese-Brazilian living in Cascais,Portugal,

embodies

sixteen years of experience working abroad for the high-end international hotel chains.

Investment,

Professional

“We provide a full relocation and Investment package for foreigners”

What is your background and how important is to have experience in such kinds of services?

I am a Portuguese-Brazilian living in Cascais/Portugal for six years. I have a degree in Business Hotel Management and a Master’s degree from Cornell University. Previously, I spent sixteen years living and working abroad for the high-end international hotel chains such as Starwood/Sheraton Luxury

Where did the idea for the Scout Concierge come from and what

Collection and Hilton International

areas of service do you offer?

Europe and Brazil. My organizational

The idea came after I got divorced

skills in coordinating numerous VIP

and I decided to develop a business

events and arrangements for Heads

on my own.

of

We provide a full relocation and

Corporations and Celebrities gave

Investment package for foreigners

me the opportunity to develop Scout

who want to live or invest in Real Estate

Concierge.

in the US, Middle East, Eastern

State,

Embassies,

Consulates,

in Portugal. We have developed a range of personal services combining

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R E A L E S TAT E

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What makes you different from

saving time and money.

other competitors? And why?

Our clients cannot afford to lose time.

Knowledge and experience because

So, they have always appreciated the

of my life as an expat, investor in real

work Scout Concierge does as we get

estate and experience on providing

everything prepared for them before

services to people who wanted to

they arrive to Portugal, so we save

come to Portugal either for investment

their time.

or for living. For a streamlined and successful

move

experience,

Can you mention some of the most conspicuous projects that you have

the

clients will need an expert concierge

completed?

to help them navigate through the

I coordinated with the owner/investor

complex process of obtaining visas,

his investment a full refurbishing in a

mortgages, real estate and/or rental

building with 8 apartments in Lisbon

contracts, legal documents, health

including the project management. It

and various other insurances, bank

is a well succeed project focused on

accounts and registrations. Our menu

the Golden Visa and the clients want

of services also includes Interior

to live on retired visa in Portugal.

Design and Construction Services.

All of this within a reasonable and

Scout Concierge has been working

realistic time schedule. Our clients

with the most prestigious companies

don’t need to go here and there

in the market from lawyer, accounting,

as Scout Concierge acts as a One-

construction companies, inspections,

Stop Shop, i.e. they can get all their

architects,

services at us.

engineers,

decorators,

realtors we do it all with our team giving to our clients what they need

What kind of products or services

from

are your clients looking for?

their arrival

in Portugal until

My clients are upper class and they

they startup their business, relocate

look for services that exceed their

their family etc. We do also the

expectations in return of investments

selection of the best companies and

or relocating them to a new country

people to work with as the key for the project to succeed.

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R E A L E S TAT E

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What are the big questions for you in the actual troubled times of the CONVID-19 pandemic?

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Why Portugal?

Portugal has endless opportunities for people of all ages, needs and

In fact, I don´t have any big questions.

desires, for a great quality of life

I actually thank the pandemic as it

and a reasonable cost of living. With

came to make changes in the business

access to world class golf courses,

and personal lives of everyone.

boundless beaches, wonderful wines and gastronomy, along with a great

Since it started,

I have been

climate,

Portugal

also

offers

an

changing a few things in my lifestyle

excellent healthcare system and a

such as, eating better, exercising

stable, humane government in which

more often, spending more quality

to live a comfortable lifestyle.

Label concept & design by MANIACARD

time with my son, being more with my family though on line video call as they are in Brazil, reading books and concentrate in myself being more conscious and present.

I do believe that everything that comes to our lives has a purpose; we just need to get as an opportunity and grow.

What are your forthcoming plans given the long impact of the pandemics?

Further Invest in Advertisement and Marketing and implement the 80/20 principle in my company.

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Adresa: Ura Vajgurore, Berat, Albania 49 Kantina e Veres ÇOBO Tel: 067 407 0562 ÇOBO winery

JP TRAIBLAZING MAGAZINE

“Custo mer e x p eri enc e is a “b uz z word ” , b u t i t’s a l so what can tru l y m a ke the differenc e b etw een c o mp etito rs a nd b ra nd s in genera l . ”

CUSTOM E R EXPERIE NCE , a Buzzword Making the Difference Among Brands

BY SANDRA SIMOES* - VODAFONE PORTUGAL

By Sandra Simoes* Vodafone Portugal

T

I work for in Portugal – Vodafone Portugal - to work on projects aiming to enhance Customer Experience (CX)

he plane landed and

in Vodafone Albania. So, this notion

the first thing I saw

of living the experience in its various

was those imposing

aspects was always very present.

mountains around me.

I was impressed and

Customer experience is a “buzzword”,

curious. I cannot explain why, this

but it’s also what can truly make the

view left a kind of mark on me.

difference

As the days were passing and I had

and brands in general. It is the

a chance to explore some of the life

experience that each person lives

in Tirana, where I spent 2 months,

with a brand that defines the ground

and also some of the history of the

of the relationship between them, as

country, this mountain image came

in a personal relationship. It is not

to my mind often, as if I had to find a

enough to have good products that

correlation between this image and

work well and have good customer

what I was “discovering” in my own

service. Brands really have to make

way.

a difference in people’s lives, even in

between

competitors

the simplest things of everyday life.

This difference can often be made

I came to Albania as part of a twomonth assignment from the company

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C U STO M E R E X P E R I E N C E

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I

had

the

privilege

of

working

with great people, and also with external partners, willing to know and experience more about different perspectives on approaching CX. We have undertaken so many projects during this period, mainly exploring new suitable CX strategies in order to address customers’ needs and expectations. With my colleagues, I also kicked of a design thinking training session within the company, prepared and organized workshops where

new

innovative

solutions

for customers were designed. We aimed for leveraging the voice of through the emotion that is generated

sequential manner, such as if it were

empathizing with their perceptions.

the customer within the company,

when a person interacts with the

a story, with beginning, middle, and

The design thinking methodology,

in a truly customer-centric attitude,

brand. Going to a store, visiting a

hopefully, with no ending. Above all,

which is very important in Customer

in an innovative and engaging way

website, viewing a TV ad, or using

Customer Experience considers that

Experience, enables this and is a

that customers would recommend to

the product, these are all points of

customer is a human being, who

powerful tool for identifying key

friends and family.

interaction between the person and

thinks, acts and feels.

insights for designing new and truly differentiating solutions. With this

the brand, but Customer Experience Working

Customer Experience is related to all

customers’

a

insights can be transformed into

moments of interaction, be it a store,

functional but also an emotional

functional solutions truly meaningful

a website, an invoice, a contract,

perspective

and relevant to customers.

etc., over time, in an end-to-end

customers

52

truly

to

understand

approach, emotional / behavioral

is more than each of these. The

perspectives involves as

an

from

including

active

part,

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“THE CUSTOMER EXPERIENCE IS RELATED TO ALL MOMENTS OF INTERACTION”

C U STO M E R E X P E R I E N C E

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This was also the spirit I found in

“If we want a deeper understanding

end work is needed. The mountains

Towards the end of my stay in

my colleagues in Vodafone Albania.

of the prospect of change, we must

don’t need to be obstacles or factors

Albania, I had the opportunity to

As we should do in a CX job where

pay closer attention to our own

of potential isolation or separation.

visit the magical city of Berat, the

we must overcome the inertia of our

powerful inclinations not to change.”

They can always become beautiful

archaeological park of Butrint where

conventional wisdom, be empathetic

In the humble opinion of someone

Llogara Mountains.

the marks of history are so interesting,

with our customers and our business

who lived in Albania for only two

and finally the mountains of Llogara.

needs as well, develop an open

months, I saw in the attitude of my

What a wonderful trip through the

attitude to different perspectives

colleagues in Vodafone Albania, and

mountains. The scenery is superb.

and ideas.

in the Albanian people overall, this perspective of change, of creating

Again, the mountains appearing on professor

William

Perry

dynamism that leads to even better

my trip, this time almost at the end

Harvard

of my stay.

says in the book “How the way we

perspectives. As with CX,

talk can change the way we work”:

collaborative,

end-to-

The mountains I saw when I landed and the ones which I finally visited in Llogara made me reflect on a symbolic meaning of a mountain and how it relates to my experience in Albania and my experience as a

CX

specialist.

symbolically stillness,

Mountains

represent

even

rigidity,

a

can

certain

and

also

obstacles to overcome. The fact that I came here to work made me leave my comfort zone, made me adapt to a new culture, understand it and accept it without rigidity and without judgment, overcoming all obstacles (fortunately smaller) without giving up, looking for alternatives and new ways of solving or overcoming them.

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*Customer Experience Project Manager at Vodafone Portugal https://www.linkedin.com/in/ sandrapedrososimoes/

C U STO M E R E X P E R I E N C E

JP TRAIBLAZING MAGAZINE

INTRODUCTION

WRITING OFFERS THE POSSIBILITY TO MAKE AN IMPACT IN THE SOCIETY

BY NATALIE MYHALNYTSKA

Rudina Hoxha sits with Magazine MN and shares her personal and professional insights into her career journey while she talks about where she finds inspiration and provides tips on how to become a successful journalist.

Rudina Hoxha is a professional journalist and freelance consultant based in Albania. With a background in journalism/public relations, Rudina has a substantial experience in marketing, communicating and writing especially in such fields as European integration, human rights, women’s issues in the Western Balkans, technology and business.

From 2009 – 2011, she was a contributor of Southeast Europe: People and Culture. Before that, she worked as a journalist for Albanian Daily News where she was responsible for reporting, editing as well as staff training.

Rudina holds a Bachelor’s degree in English Language from University of Tirana, Faculty of Foreign Languages, and she was a H.J. Heinz Fellow at the University of Pittsburgh.

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M I AR I S M T EODU

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After some years, I decided to go

Magazine MN: What do you like

to the US to follow my studies in

most about being a journalist? As an

advanced journalism, public relations

established journalist, what is your

and entrepreneurship. I remember my motto? then-boss, who did not like the idea

Rudina: The fact that you always

of leaving the paper for a two-year

wonder. This kind of sensation makes

Since 2012, Rudina has been covering international press trips related

period, told me ironically “I hope you

you constantly curious, thoughtful

to interesting issues for the Albanian media. Among them, she has

don’t come back with baggy jeans

and driven. My motto is “Don’t mess

very successfully covered:

like all the Americans do.” Instead I

with the truth.”

•

the European Inventor Award in Amsterdam, Netherlands

came back with a completely different

•

Speak 2 Conference on Media Freedom in Brussels

•

European Forum Alpbach 2013 in Tyrol

•

LGBT community human rights in Stockholm and many

Magazine MN: What was the

among the best 10 winners of 2013 Journalism Prize, WritingforCEE,

“My motto is “Don’t mess with the truth.”

awarded by the Austrian Press Agency.

perspective about the people, my

and former Chancellor of Austria –

city, my life and my destiny. I was

Franz Vranitzky. We had agreed to

not the same person anymore. That

meet at “Europa Café” at the center

was the beginning of a new career

of Austrian capital one sunny but

others.

She is a member of SEEMO, based in Vienna. She has been selected

most memorable moment in your career?

Rudina: I have had many. But one is special. My trip to Vienna to interview one of the most noteworthy Austrian politicians

Magazine MN: How did you start

began when I started to work for

ahead of me as a journalist. Since

really cold day!

your career as a journalist? How did

a

journal

then, I have been covering various

your career unfold? What topics do

published in Albania. This medium

aspects of the European integration,

I came 10 minutes earlier to be sure I

you cover?

gave me the chance to build a nice

a buzzword in Albanian reality. I

was on time. Mr. Vranitzky was already

Rudina: I set myself as a duty to write

network with the foreigners working

also write on business/technology

there chatting with a man at another

the truth, not words pouring from my

and living in Albania. I must admit –

issues. My entrepreneurship studies

table. Politely enough, when he saw

soul, because I am not a poet. My

collaborating with the foreigners had

in the US have been a sound basis in

me entering the Café, he approached

career journey towards journalism

always been very natural to me.

this regard.

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small

English-language

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MEDIA

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MEDIA

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lightly to my table. After making sure

influences. I think this matters more

my 6 year old daughter recharges

I was the confirmed journalist, he

than the awards. Some friends say

my energies. She is the one. Last

told me he would be right back with

that this is my curse. Maybe yes! But,

but not least, the love for the man

me. The whole interview was a return

for me, it feels right this way.

of my heart. Being very intelligent

to the 1997 dark times and the way

he mediated the Albanian politicians

Magazine

of opposite political views to sit at

what qualities/skills are required to

MN: In your opinion,

Rudina:

Personally,

to

to make a real contribution to Albania.

become

Magazine

a successful journalist, I think it is important to get to the core of every matter before grabbing the

Recently I had a meeting with an ambassador, accredited in Albania, who expressed his concern about

their own country. That interview was

the way some articles are written in

different from my previous ones – it

the Albanian press now and back

was filled with emotions. A petite

then. He said he could not find facts

journalist met a ‘big’ politician. I

pertaining to the core matter but

hope I’ll have other similar occasions

just endless comments on the part of

in the future.

the involved people and on the part of the journalist. So, where are the

Magazine MN: What awards have you

facts?

received in the field of journalism?

Rudina: That of being an independent

In other words, the matter needs to

journalist,

be first understood by the journalist

political

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MN: Recently, you

and then

have become a part of the project

explained in simpler words

Women Inspire Action. Tell us a bit about this project. What inspired you

pencil to write on.

the same table for the sake of saving

from

the right moment to seize in order

become a successful journalist?

“A petite journalist met a big politician.”

free

and visionary, he is searching for

to become a part of it? to the public before going into

Rudina: Writing offers the possibility

comments. Also, don’t let yourself

to make an impact in the society.

to assume or guess! In the end, the

Women Inspire Action project is a

reality must triumph. Studying the

great opportunity in this regard. This

human being, its mind and soul is

project aims at learning how and why

another challenge which asks for the

women are inspired by other women

journalist’s skills.

to take actions in order to create a

better future for themselves and

Magazine MN: As a journalist, it

further.

seems your day is quite hectic. How

“Hope is the the engine that fuels my energy”

do you keep yourself productive?

Rudina: I cherish hope and I am constantly aware that flour can not fall from above if you do not work. Hope is the engine that fuels my energy. Also

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This project is founded by Ms. Ina

foreign

organizations,

Gjikondi, a dear friend, who is a

expats

and

leadership

organizational

together and stimulate debates on

development professional and social

various hot topics relating to Albania

entrepreneur. She works in higher

while they also offer charities and

education at The George Washington

encourage cultural and social events.

University Center for Excellence in

We meet every Friday and it is really

Public Leadership as the Manager of

refreshing.

coach,

Albanians

volunteers, too,

get

Leadership Development Programs.

Magazine MN: Who among women

The project is now hosting a series

leaders inspire you the most and why?

of events at the George Washington

Rudina: All the women around the

University in Washington DC with

world who manage to overcome a

women around the globe and I am so

harsh life and begin a new one. This

thrilled to be part of a learning and

shows that they believe. To me, they

growing community that contributes,

are a symbol of endurance in all the

gives

respects of this word. It takes a lot

backs

and

co-creates

an

emerging future. It allows me to

until they make it.

be different and, at the same time,

inspired by the stories of various

Magazine MN: How can our readers

women from all over the world! For

get in touch with you?

me, it is contagious!

Rudina: When the articles are well

written and they inspire the readers,

Lately I also became a part of the

the latter find you easily. Though I

International Friends of Albania, a

am quite active on the social media

networking group where the foreign

where everyone can contact me.

women in Albania, mostly the spouses of ambassadors serving in Albania as well as representatives of various

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