Održivo poslovanje je potreba, a ne luksuz

Transcription

1 24 Univ. spec. oec. Snježana Baljak*, direktorica Wellness Hotela Aurora, Mali Lošinj Održivo poslovanje je potreba, a ne luksuz Koncept zelenog hotela daleko je više od pojedinačnih projekata uštede energije, očuvanja prirode ili pak ponude ekološke hrane, on čini sve to zajedno, ali i zaokruženi koncept održivog razvoja, suživota sa sredinom i odnosa prema gostu. O svemu tome na primjeru Wellness Hotela Aurora iz Malog Lošinja razgovaramo s njegovom direktoricom univ. spec. oec. Snježanom Baljak koja čitateljima UT-a otkriva i druge poveznice otoka vitalnosti, njegovih stanovnika i turizma STRU»NA REVIJA ZA UGOSTITELJSTVO I TURIZAM / Hospitality and Tourism Magazine snjezana baljak.indd 24

2 25 TRŽIŠTE Snježana Baljak*, univ.spec.oec.,general Manager at the Wellness Hotel Aurora, Mali Lošinj: Sustainable Business is a Necessity, not a Luxury The green hotel concept comprises far more than individualprojects, environmental protection or organic food. It includes all of these elements, but it is also a rounded concept of sustainable development, co-existence with the environment and relationship with the guest.all this, as exemplified by the Wellness Hotel Aurora on the island of Mali Lošinj, was the topic of our interview with General ManagerSnježanaBaljak, univ.spec.oec., who revealed to our readers other connections of this island of vitality, its residents and tourism The green hotel is the only long-term viable concept in the tourism industry. Implementing such a business model is neither simple nor cheap, but it has an impact not only on savings and guest satisfaction, but also on the hotel s image in Croatia and abroad, and thus on the future results of the whole company. This is why today ecology and sustainable business are primarily a need in hotels and the tourism industry, and we in the Jadrankahotels take this very seriously. From our Garden for our Guests We grow edible spices and herbs in the hotel gardens, which are used in the hotel kitchens, wellness treatments, as well as scents for certain hotels. Our gift and newspapers shop offers a range of highquality natural cosmetic products from the Lošinj archipelago, as well as gastronomic souvenirs from various Croatian regions. The hotel restaurant through its daily menus takes our guests on a gastronomic journey through Croatia, but at the request of clients we can prepare meals for those who need a special diet for health or other reasons - says SnježanaBaljak, univ. spec.oec., General Manager at the Wellness Hotel Aurora in Mali Lošinj, and continues: June 2015 lipanj 2015 On the other hand, the Wellness Hotel Aurora cooperates with local organizations that promote the island s cultural heritage, for example, folk customs and indigenous dance. We also offer excursions to nearby unique islands, such as the flower island of Ilovik and the sand island of Susak. But what we are particularly proud of is thelaurusslowspawellness concept that includes the use of almost a hundred percent natural, nourishing preparations, which do not pollute the body or the environment.we try to use raw materials from Croatian producers: olive oil, essential oils such as immortele, rosemary, lavender, sage, fennel, sea salt, floral waters... Most treatmentshave been created exclusively for the needs of our hotel, the preparations are made just before the treatment so thatthe use of synthetic preservatives and other harmful additives found in most commercial cosmetics is avoided. All treatments are performed manually. The theme of all our products and services are plants that grow on Lošinj. The uniqueness of our wellness concept is reflected in natural cosmetics and aromatherapy workshops where the guests make simple preparations for home wellness. Fans of natural cosmetics can eassnjezana baljak.indd 25

3 26 U hotelskim vrtovima uzgajamo jestivo, začinsko i aromatično bilje koje se koristi u gastronomiji hotela, wellness tretmanima, ali i kao miris pojedinih hotela. U turističkoj industriji zeleni hotel jedini je dugoročno održiv koncept. Implementacija takvog poslovnog modela nije jednostavna niti jeftina, ali utječe ne samo na uštede i zadovoljstvo gostiju nego i na imidž hotela u Hrvatskoj i svijetu, a time i na buduće rezultate cijele kompanije. Ekologija i održivo poslovanje su zbog toga danas u hotelima i turističkoj industriji prije svega potreba, a mi u hotelima lošinjske tvrtke Jadranka tome pristupamo veoma ozbiljno. Iz našeg vrta za našeg gosta U hotelskim vrtovima tako uzgajamo jestivo, začinsko i aromatično bilje koje se koristi u gastronomiji hotela, wellness tretmanima, ali i kao miris pojedinih hotela. Prodavaonica suvenira i tiskovina nudi u svome asortimanu visokokvalitetne prirodno proizvedene kozmetičke proizvode s područja lošinjskog arhipelaga, ali i gastro suvenire iz raznih područja Hrvatske. Hotelski restoran nudi gostima hotela u dnevnim menijima gastronomsko putovanje kroz Hrvatsku, ali na zahtjev klijenata može pripremiti i obroke za osobe koje iz zdravstvenih ili drugih razloga trebaju posebnu prehranu kaže univ. spec. oec. Snježana Baljak, direktorica Wellness Hotela Aurora u Malom Lošinju te nastavlja: S druge strane, Wellness Hotel Aurora surađuje i s lokalnim udrugama koje promiču kulturnu baštinu otoka Lošinja, primjerice folklornih običaja i propagiranja autohtonog plesa, te nudimo izlete na obližnje jedinstvene otoke kao što je otok cvijeća Ilovik i otok pijeska Susak. Imamo sreću da su svi koji odlučuju o novim investicijama jako zainteresirani za uštede, zbog čega se kod kreiranja novih projektnih zadataka nezaobilazno vodi računa o održivosti. Ono na što smo posebno ponosni jest wellness koncept LaurusSlowSpa koji podrazumijeva primjenu gotovo stoposto prirodnih, hranjivih pripravaka koji ne zagađuju tijelo niti okoliš. Trudimo se koristiti sirovine od hrvatskih proizvođača: maslinovo ulje, eterična ulja poput smilja, ružmarina, lavandina, kadulje, koromača, morsku sol, cvjetne vodice... Većina tretmana kreirana je isključivo za potrebe našeg hotela, pripravci se izrađuju neposredno prije tretmana pa se tako izbjegava korištenje sintetskih konzervansa i drugih štetnih aditiva koji se nalaze u većini komercijalne kozmetike. Svi tretmani se izvode ručno. Tema svih naših proizvoda i usluga su biljke koje rastu na Lošinju. Jedinstvenost koncepta wellnessa čine i radionice prirodne kozmetike i aromaterapije na kojima gost sam sebi spravlja jednostavne pripravke za kućni wellness. Ljubitelji prirodne kozmetike mogu na jednostavan i zabavan način napraviti svoj suvenir te ga ponijeti sa sobom kao uspomenu na lošinjsko ljetovanje kaže naša sugovornica, rođena Lošinjanka, čiji je cijeli profesionalni put vezan uz ovaj otok. Dugi niz godina naše otočko poduzeće orijentirano je na održivost i brigu za okoliš. Često smo u Hrvatskoj bili predvodnici mnogih međunarodno priznatih certifikata kao što su ISO standardi kvalitete te zaštite okoliša. Održivost se očituje kroz suradnju sa svim lokalnim proizvođačima hrane, suvenira, likera Svi naši hoteli i restorani na svojim kartama promoviraju otočko i ekološki uzgojeno povrće. Kod svake rekonstrukcije hotela vodi se računa o energiji ugradnjom solarnih panela, fotonaponskih ćelija, LED rasvjete i sl. Imamo sreću da su svi koji odlučuju o novim investicijama jako zainteresirani za uštede, zbog čega se kod kreiranja novih projektnih zadataka nezaobilazno vodi računa o održivosti. Gosti cijene ekološko usmjerenje Wellness Hotel Aurora, kaže njegova direktorica, odlično se pozicionirao u segmentu pružanja usluga zdravog i ak- STRU»NA REVIJA ZA UGOSTITELJSTVO I TURIZAM / Hospitality and Tourism Magazine snjezana baljak.indd 26

4 27 TRŽIŠTE Each time a hotel undergoes reconstruction, special attention is paid to energy by installing solar panels, photovoltaic cells, LED lighting, etc. We have the good fortune that all who decide on new investments are very interested in savings, which is why sustainability is inevitably taken into account when creating a new project. ily make their own souvenir and take it with them as a memento of their holiday on Lošinj - says our interviewee, who was born on Lošinj and whose entire career path is connected to the island. For many years our island company has been oriented toward sustainability and respect for the environment. In Croatia we were the first recipients of many internationally recognized certificates such as ISO quality standards and ISO standards of environmental protection. Sustainability is reflected in cooperation with all local producers of food, souvenirs and liqueurs... All our hotels and restaurants promote the island and organically grown vegetables. Guests Value Environmental Awareness The Wellness Hotel Aurora - says its General Manager - is excellently positioned in the segment of providing services related to a healthy and active lifestyle, which is associated with the island of Lošinj s brand as the island of vitality. It is this image of Lošinj as a place of preserved and unique nature that is recognizable outside of Croatia, and that has for years attracted loyal guests from Germany, Austria, Slovenia, Italy and other countries. On the other hand, the fact that Lošinj is an island also affected the average stay of five days, which is an advantage in relation to the trend of short visits to multiple locations. Loyal guests and a slightly longer average stay to some extent nullify the problem of Lošinj s accessibility, which will certainly improve drastically after the planned reconstruction of the Mali Lošinj airfield is completed. With the new airport, and especially after the completion of planned We grow edible spices and herbs in the hotel gardens, which are used in the hotel kitchens, wellness treatments, as well as scents for certain hotels. We have the good fortune that all who decide on new investments are very interested in savings, which is why sustainability is inevitably taken into account when creating a new project. June snjezana baljak.indd lipanj 2015

5 a, 28 * Snježana Baljak, univ. spec. oec., završila je sveučilišni studij hotelskog menadžmenta na Fakultetu za menadžment u turizmu i ugostiteljstvu, gdje je stekla i titulu sveučilišne specijalistice menadžmenta za turizam i ugostiteljstvo u prvoj generaciji poslijediplomskog specijalističkog studija Menadžment u turizmu i ugostiteljstvu, smjer Hotelski menadžment. Danas je članica Alumni udruge Fakulteta za menadžment u turizmu i ugostiteljstvu. tivnog načina života, što je povezano i s brendom otoka Lošinja kao otoka vitalnosti. Upravo je taj imidž otoka Lošinja kao mjesta očuvane i jedinstvene prirode prepoznatljiv i izvan granica Hrvatske, što već godinama dovodi vjerne goste iz Njemačke, Austrije, Slovenije, Italije i drugih zemalja. S druge strane, to što je Lošinj otok utječe i na podatak kako je prosječni boravak gostiju na njemu pet dana, što je određena prednost u odnosu na trend sve kraćih boravaka na više lokacija. Vjerni gosti i nešto duži prosječni boravak u određenoj mjeri poništavaju problem dostupnosti Lošinja, koja će se svakako znatno poboljšati nakon što se završi planirana rekonstrukcija zračnog pristaništa Mali Lošinj. S novim aerodromom, a pogotovo nakon dovršetka planiranih investicija, poput izgradnje eko golf resorta na Mataldi na Cresu, Lošinj će postati cjelogodišnja destina- cija i za najzahtjevnije goste. S druge strane, promatrajući marketing s aspekta održivosti, karakteriziramo ga kao vrstu društvenog i ekološkog marketinga. Svi marketinški napori usmjereni su na zadovoljavanje želja potrošača vezanih uz zaštitu okoliša. To uključuje pronalaženje standarda važnih potrošačima, ne samo poštivanje onih nametnutih zakonima. Razumljivo je da svako poduzeće, pa tako i naše u čijem portfelju je i Hotel Aurora, očekuje koristi od ulaganja. Prepoznalo ih je u elementima poput usvajanja TQM (Total Quality Management) koncepcije, gdje briga za okoliš vodi poboljšanju kvalitete proizvoda, proizvođača i stjecanju konkurentske prednosti. Na kraju, najbolji pokazatelj naše kvalitete jest dobivanje uglednog certifikata Sustainable Hotel, koji su uz Wellness Hotel Auroru dobili i Vitality Hotel Punta, Family Hotel Vespera te Hotel Bellevue. Uspješnost hotela timski je rad Iako sam na dosadašnjem profesionalnom putu radila na više radnih mjesta, uključujući i obnašanje dužnosti predsjednice Uprave Jadranka hotela d.o.o., moja velika ljubav bilo je i ostalo vođenje hotela, posebno događanja i aktivnosti koje nisu svakodnevne, gdje je za uspjeh potrebno više mašte i kreativnosti i, naravno, puno angažmana i truda cijelog hotelskog tima. Bez kvalitetnog tima, koji su obje ruke i noge svakom direktoru hotela, uspješnost i rast u kvaliteti nikako ne bi bila moguća. Naime, biti hotelijer prije svega znači voljeti ljude i voljeti raditi s njima, motivirati kolege s kojima radiš kako bi sve što rade radili iskreno, sa srcem i dušom. Kao i u svakom poslu, postoje zadaci koje je potrebno obaviti, odluke koje se moraju donijeti i biti svjestan dobivene odgovornosti. Na kraju dana uspješnost tima pamtit će se po usklađenosti njegovih članova u zadovoljenju potreba naših gostiju. Namjerno govorim u množini, jer uspješnost hotela je timski rad, a ja, direktor hotela, sam kopča neprekinute najljepše ogrlice koja povezuje krug kvalitete, usluge, proizvoda, zadovoljstva STRU»NA REVIJA ZA UGOSTITELJSTVO I TURIZAM / Hospitality and Tourism Magazine snjezana baljak.indd 28

6 29 TRŽIŠTE investments, such as the eco golf resort on Mataldi on Cres, Lošinj will become a year-round destination for the most demanding guests. On the other hand, when looking at marketing in terms of sustainability, it is characterized as a kind of social and environmental marketing. All marketing efforts are focused on satisfying the desires of consumers in relation to environmental protection. This includes finding the standards that are important to consumers, not just respecting those that are imposed by laws. It is understandable that any company, including ours Although I worked on several positions in my career, including as the President of the Board at Jadranka hotel d.o.o., my great love was and still is hotel management, especially events and activities that are not everyday, where success requires more imagination and creativity and, of course, a lot of commitment and effort of the entire hotel team. Without a quality team, who are both arms and legs of each hotel manager, performance and growth of quality would not be possible. To be an hotelier primarily means to love people and to love working with them. whose portfolio includes the Aurora Hotel, expects benefits from investment. We have recognized them in elements such as the adoption of the TQM (Total Quality Management) concept, where concern for the environment leads to improving the quality of products, the manufacturer and acquisition of competitive advantage. In the end, the best indicator of our quality is the reputable Sustainable Hotel certification, which was, along with the Wellness Hotel Aurora, awarded to the Vitality Hotel Punta, Family Hotel Vespera and the Bellevue Hotel. A Hotel s Success Comes from Team Work To motivate colleagues with whom you work, so that they do their work honestly, with heart and soul. As in any business, there are tasks to be done, decisions that must be made and one has to be aware of the resulting responsibility. At the end of the day, a team s success will be remembered by how harmonized its members are in meeting the needs of guests. I intentionally use the plural, because a hotel s success is a team effort, and I, the manager of the hotel, function as the clasp of an unbroken beautiful necklace, which connects the circle of quality, services, products, satisfaction... * Snježana Baljak, univ. spec.oec.,completed the study programme of hotel management at the Faculty of Tourism and Hospitality Management, where she gained the title of University specialist for tourism and hospitality management in the first generation of the postgraduate specialist study Management in tourism and hospitality, division Hotel management.today she is a member of the Alumni Association of the Faculty of Tourism and Hospitality Management. June 2015 lipanj 2015 snjezana baljak.indd 29