EUROPEAN CITIES MARKETING ANNUAL CONFERENCE & GENERAL ASSEMBLY KEY PERFORMANCE INDICATORS AND TOURISM DO THEY REALLY MEASURE AND IMPROVE THE PERFORMANCE OF DESTINATION MARKETING ORGANISATIONS? BELGRADE, JUNE 11-14, 2008 CITY BREAK EXHIBITION BELGRADE, JUNE 9-10, 2008
Dear Colleagues, We have the pleasure of inviting you to European Cities Marketing Annual Conference & General Assembly in Belgrade on 11 14 June and to the City Break Exhibition on 9 10 June 2008. The week starts with the third City Break exhibition in Belgrade. City Break 2008 will have up to 150 of Europe s leading destinations and city tourism suppliers conducting business with up to 120 of the best city break outbound operators, for example Gullivers, Tui, Miki Travel, Expedia all under one roof. Right after hosting the Eurovision Song Contest, Belgrade is clearly asserting its presence in Europe king to attract an additional one million visitors in 2008, Belgrade is a perfect location for this specialist event for the city break market. Register now and take this unique opportunity to meet buyers in a commercially driven environment, with pre-scheduled appointments and unprecedented networking opportunities! ECM Annual Conference will start on Wednesday evening with the Welcome Reception at Ada Safari on the Sava Island before continuing with the seminar on Thursday. This year the theme will be Key Performance Indicators and Tourism Do they really measure and improve the performance of destination marketing organisations?. Speakers presen- KPIs can help ECM members to reach their targets and to measure their success both in the tourism sector and the meetings industry. «Leaders Dinner» which will take place right after the Welcome Reception on Friday at the Club of Ministers, a venue in the fancy part of the city. As usual, Friday is dedicated to the Working Groups and Knowledge Groups dealing with relevant topics such as best practice examples of visitor surveys and new ways of selling City Cards through different channels. ECM General Assembly will also take place on Friday morning where it will be open to the members to adopt the new ECM strategy. Elections of the Board members and Working Group chairpersons will also take place in Belgrade. Belgrade Tourist Organisation will make sure that everybody enjoys the Serbian way of life and experiences the diversity the city has to offer. The exciting social programme, which will allow you to visit the most beautiful places of Belgrade, will be completed by the technical visits that will give you a possibility to discover the impressive roman settlement Viminacijum and Belgrade s splendid neighbour city Novi Sad. If you want to learn more about how to monitor your own success, come and work with your European colleagues in an inspiring Serbian ambiance. Join us in Belgrade! Frank Magee President European Cities Marketing Olivera Lazovic Director Belgrade Tourist Organization Mark Walsh Exhibition Director City Break Reed Travel Exhibitions
City Break 2008, June 9-10 C If C t Sunday 8th June Evening Monday 9th June Stand set up and registration Welcome Reception at the City Hall 09.00-09.15 Welcome Address 09.15-10.15 The Airline Seminar A panel of specialists within the industry P T p F w po.com 10.30-12.00 Supplier meets Buyer Session Exhibitors have the opportunity to arrange additional meetings with buyers 12.00-13.45 Trade Show Lunch 14.00-18.00 Pre-arranged appointments x 12 15 minutes each Evening Tuesday 10th June Dinner at the Royal Palace. The evening will be hosted by His Royal Highness Crown Prince Alexander II of Serbia 09.00-10.00 Free networking session 10.15-13.10 Pre-arranged appointments x 9 15 minutes each 13.10-14.30 Trade Show Lunch 14.30-17.30 Pre-arranged appointments x 9 15 minutes each Evening Abo Dinner at the historic Belgrade fortress looking the rivers Sava and Danube k CITY BREAK 70 ECM Annual Conference & General Assembly, June 11-14 Wednesday 11th June 9.00-10.00 Common Steering Committee Meeting Room STUDENICA & RAVANICA 10.00-10.30 Coffee Break 10.30-12.00 Steering Committee Tourism Meeting Room OSTROG 10.30-12.00 Steering Committee Conventions Meeting Room ZICA 12.00-13.30 Lunch at Holiday Inn 13.30-15.30 Meetings Committee 15.30-15.45 Coffee Break 15.45-17.45 Working Group EC in EC (Experts only) Room OSTROG 15.45-18.45 Working Group Research & Statistics (Experts only) Room ZICA 15.45-18.45 Board Meeting Room STUDENICA & RAVANICA 19.30 Departure from Holiday Inn & IN Hotel 19.45 Departure from Balkan Hotel 20.00-21.00 Welcome Reception at Ada Safari 20.30 Second departure from Holiday Inn 20.45 Second departure from Balkan Hotel 20.45 Transfer from Ada Safari to Leaders Dinner Room OSTROG INTERNAL MEETINGS 21.15 Departure from Holiday Inn to Leaders Dinner 21.20 Departure from IN Hotel to Leaders Dinner
21.00 Leaders Dinner at Club of Ministers (Open to all Chief Executives) Dresscode: business; Address: Tolstojeva 2 21.00 Dinner at Ada Safari on Sava Island Dresscode: casual; Address: Ada Ciganlija Thursday 12th June 08.15 Departure from Balkan Hotel to Holiday Inn 08.30 Departure from IN Hotel to Holiday Inn 08.00-09.00 President s Breakfast This breakfast is open to all potential members and new members attending the annual conference for HOLIDAY INN Operational perspectives - views from the ground 14.00-14.30 Performance measurement and best practice website operation Gemma Flanagan, Web Coordinator, Dublin Tourism 14.30-15.00 The Nottinghamshire Tourism commercial membership scheme and the KPIs we seek to achieve Keith Laird, Commercial Leader, Experience Nottinghamshire A Mega Event perspective 15.00-15.30 European Capital of Culture: The Liverpool 08 experience Kris Donaldson, Director, Liverpool Culture Company Key Performance Indicators and Tourism -Do they really measure and improve the performance of destination marketing organisations? Setting the Context 09.00-09.10 Introduction Anja Loetscher, Director Geneva Convention Bureau 09.10-09.40 Are destination marketing organisations really that SMART and how meaningful key performance indicators? arn Dr. Roger Carter, Managing Director, TEAM A global view from an intenational consultant A National and regional perspective 09.40-10.10 KPIs and the assessment of DMO performance William Smart, Team Leader - Performance and Evaluation, East Midlands Tourism CEO and director perspectives - views from the top! 10.10-10.40 Case study of a leading convention burea and how KPIs are used to monitor performance Airy Garrigosa, Director, Barcelona Convention Bure 10.40-11.00 Coffee Break 11.00-11.30 KPIs, performance management and the Manchester experience Paul Simpson, Managing Director, VisitManchester 11.30-12.00 Measuring business tourism performance: case study of Copenhagen s award winning Convention Bureau Steen Jakobsen, Convention Director, Wonderful Copenhagen SEMINAR in 15.30-16.00 Coffee Break Academic perspectives & drawing together the threads 16.00-16.30 KPIs, balance scorecards, and monitoring the performance of destination marketing organisations Isabel Cortez-Jimenez, Lecturer of Economics, Christel de Haan Tourism and Travel Research Institute, the University of Nottingham 16.30-16.45 Summing up and open discussion Dr. Roger Carter, Managing Director, TEAM 16.45-17.00 Nottingham - Autumn 2008 ECM Network meeting Prof. John Heeley, CE, Experience Nottinghamshire 17.00-17.15 Gothenburg - ECM Annual Conference, General Assembly and City Break 2009 Claes Bjerkne, CEO, Göteborg & Co 17.30 Departure from Holiday Inn to hotels 19.30 Departure from Holiday Inn & IN Hotel 19.45 Departure from Balkan Hotel 20.30 Dinner at Belgrade Fortress Dresscode: smart The Victor Monument at Belgrade Fortress 12.00-14.00 Lunch at
Friday 13th June 07.45 Departure from Balkan Hotel to Holiday Inn 08.00 Departure from IN Hotel to Holiday Inn 08.30-10.30 European Cities Marketing General Assembly 10.30-10.55 Coffee Break 10.55-11.00 Inauguration of the new ECM website 11.00-12.00 Experience Design in City Tourism - Feel the power of surveying together Ole Kjær Mansfeldt, Chief Analyst, Wonderful Copenhagen 12.00-13.00 Knowledge Group IT & E-communications Hotel guest reviews, user generated content, photo videos - Feedback from the Brussels Tourism and L Convention Bureau with the Vinivi solution Olivier van de Kerchove, Webmaster, BITC Gilles Granger, Founder, Vinivi Room STUDENICA 12.00-13.00 Knowledge Group EC in EC Event & Culture : How to make things accessible to visitors when they aren t? A success story. Isabelle Paelinck, President, «See and tell Brussels Brussels Guided Tours Room RAVANICA 13.00-14.30 Lunch at 14.30-15.30 Working Group TIC (Experts only) Room OSTROG 15.30-16.30 Visit of Belgrade TICs 14.30-16.30 Working Group Communication & PR (Experts only) Room MILESEVA 14.30-16.30 Working Group City Cards (Experts only) Room ZICA 14.30-16.30 Lead Exchange (Conventions Forum only Room GRACANICA 16.30-16.45 Coffee Break 16.45-17.45 Knowledge Group Research & Statistics Visitors surveys Examples from Amsterdam and Lisbon Update on ongoing projects (shopping barometer, e-library, Eureka, newsletter ) Room STUDENICA 16.45-17.45 Knowledge Group City Cards How can we get hotels to sell more city cards? Inauguration of the new City Cards website Room RAVANICA 18.00 Departure from Holiday Inn to hotels GENERAL ASSEMBLY, SE WGs, KGs 19.45 Departure from Holiday Inn & IN Hotel 20.00 Departure from Balkan Hotel 20.30 Dinner in Bohemian quarter Dresscode: casual; Address: Skadarska st. Saturday 14th June Cobblestoned streets - high heels not recommended Bohemian Quarter 08.30-09.30 Breakfast Meetings Committee The Meetings Committee also meets the last day of the meeting to put in common all ideas from the members. HOLIDAY INN 09.30 Departure for the Excursion to Novi Sad Visit the so called «Serbian Athens» Novi Sad with its numerous monuments and the Petrovaradin Fortress. On the way taste the famous wine «Bermet» in Sremski Kralovci. This excursion includes an overnight stay at Hotel Park***** (rates 75 /Sgl; 100 / Dbl) in Novi Sad as well as lunch and a dinner at the Aquava Doria river boat with a beautiful view over Novi Sad and the Danube. Novi Sad offers transfers to Belgrade airport to all Excursion free of charge, except accommodation 10.00-15.00 Belgrade City Tour Experience Belgrade by bus, by boat and by foot visit St. Sava Temple, Belgrade Fortress, the Tito andv complex, Dedinje, Zemun and the old town. Lunch I will be served on board. Excursion free of charge 16.00-23.30 Excursion to Viminacijum Enjoy an original roman dinner at Viminacijum, a T former roman settlement and a site of exceptional interest, also called the Balkan Pompeii. Excursion free of charge TECHNICAL VISITS
Hotels Holiday Inn (ECM Headquarters) situated in New Belgrade 74 Spanskih Boraca 11070 Belgrade Serbia Tel: 381-11-3100000 Fax: 381-11-3100100 http://www.ichotelsgroup.com/h/d/hi/1/ en/hotel/begbg Rates: Single 145 * Double 145 * *including VAT and breakfast; tourist tax payable on the spot IN Hotel distance to Holiday Inn: 500 m 56 Arsenija Carnojevica Bd. 11070 Belgrade Serbia Tel: 381-11-3105300 Fax: 381-11-3105351 http://www.inhotel-belgrade.com Rates: Single Standard 98 * Double Standard 119 * Hotel Balkan situated in the City Centre, distance to Holiday Inn: 4 km Prizrenska 2 11000 Belgrade Serbia Tel: 381-11-3636000 Fax: 381-11-2687581 http://www.balkanhotel.net Rates: Single Standard 90 * Single Deluxe 95 * Double 110 * Single Half Apartment 115 * Single Apartment 120 * Holiday Inn Hotel IN Hotel Hotel Balkan Conference Venue situated next to Holiday Inn 74A Spanskih Boraca 11070 Belgrade Serbia http://www.expoxxi.co.yu is situated in New Belgrade and thanks to a corridor directly connected to Holiday Inn, the ECM headquarters. The seminar on Thursday as well as the General Assembly and the «Experience Design in City Tourism» presentation on Friday morning will be held here. All other meetings will take place in Holiday Inn.
Belgrade in Brief BASIC INFORMATION Area: 322,268 ha CLIMATE The climate of Belgrade is a moderate continental one, with four seasons. June is the warmest month with an average temperature of 22.1 C. CURRENCY Coins: 1, 2, 5, 10 and 20 dinars Banknotes: 10, 20, 50, 100, 200, 500, 1000 and 5000 dinars 1 Euro = approx. 83 dinars machines in the city. The best foreign currency to bring is the Euro (EUR) as the people of Serbia very often quote prices in Euros, in parallel to dinars. ELECTRICITY The Serbian electricity network operates at 220 V~, and a frequency of 50 Hz. HOW TO GET TO THE HOTEL? maximum waiting time will be 30 minutes. The transfer will take approx. 20 minutes from the airport to all 3 hotels. In case you miss the transfer, please go to Belgrade Tourist Organization Welcome Desk at the airport that will recommend you a taxi company. PUBLIC TELEPHONES Public Halo call boxes can be used with Halo cards ( Halo kartica ), costing 200 or 300 dinars, each one containing 15 dinars-worth of free calls. Halo phone cards can be purchased PUBLIC TRANSPORT Belgrade city public transport is provided through a network of bus, trolleybus and tram routes run by GSP «Beograd» and bus services operated by private bus companies, on around 130 routes. Single tickets can be bought: - in public transport vehicles, from the driver or conductor - at kiosks marked with a ticket sales sticker - at GSP points-of-sale particular parts of town and suburban areas. Night services are once an hour from one of the termini: Trg Republike, Slavija and Opština Novi Beograd (Novi Beograd Municipal Council building). Belgrade City Transport Company: www. gsp.co.yu SHOPPING HOURS Shops are mainly open from 9 a.m. to 9 p.m. Delta City - shopping mall (close to the three hotels) is open every day till 10pm. TAXIS In case you want to go somewhere out of programme the taxi is the easyiest and cheapest option. For example, from Hotel In and Holiday Inn to the city center, it costs approx. down in the street. During the night rates are about 30 % higher. TIME Belgrade is in the CET zone - Central European Time (GMT+1 hour). TRANSFERS For every working day buses will wait for the participants in front of both hotels (IN Hotel & Balkan Hotel) in order to bring them to Holiday Inn/. At the end of the day buses will bring delegates back to their hotels. Every evening, the buses will be pick up participants at the three hotels and will of course bring participants back to the hotels after dinners. For delegates who have booked the excursion to Novi Sad, there will be transfers from Novi Sad to Belgrade airport on Sunday June 15. The transfer will take approx. 1 hour 15 minutes. rist Organization will arrange a transfer to the airport accor- WATER The city public water supply and the water from public drinking fountains is safe and pleasant to drink. Single tickets must be punched immediately upon entry into the vehicle. Night transport routes differ from the routes of daytime services and combine several routes which serve
Conference Fees Before May 16 ECM Members 359 409 Third delegate & more (members only) 309 359 Non-members 459 509 May 16 or later The fee includes attendance to the conference, lunches & dinners from Wednesday to Friday, coffee breaks and transfers. Accompanying persons may take part in the social programme and dinners. Prices for dinners are as follows: Wednesday: 30 /person Thursday: 40 /person Friday: 35 /person Registration have any questions, please contact Grit Becker at grit@europeancitiesmarketing.com. May 16, 2008. After this date the booking agents will do their ted contingencies in all hotels. Therefore rooms will be allocated on a FIRST COME, FIRST SERVED BASIS. Payment & Cancellation Policies Conference Any cancellation must be sent in writing to grit@europeancitiesmarketing.com. In case of cancellation before May 30, 2008 the conference fee will be refunded entirely. After this date 100 administration fee will be charged. Accommodation For any written cancellation, the following up to 7 days prior to arrival 1 night charged terms of cancellation are applicable for the 7 days prior to arrival 2 nights charged three conference hotels: No show full amount charged JAT & Austrian Airlines JAT and Austrian Airlines are offering all City Break and ECM delegates special rates on round trip tickets from their Euro- be purchased when registering for one of the events. The agreement is only valid for certain dates of arrival/ departure and special rates are valid until May 16, 2008. Delegates may consult timetables on airline websites and indicate their Special thanks to our sponsors: For further information please contact: European Cities Marketing 29 D rue de Talant, 21000 Dijon, France Tel. +33 380 56 02 04 Fax +33 380 56 02 05 grit@europeancitiesmarketing.com www.europeancitiesmarketing.com