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Field trip to Lotus Therme in Héviz

On May 16 we had the opportunity to make a visit to Lotus Therme Hotel in Hévíz, the only 5 star hotel in the area.

During such a grimy day it was a pleasure to be greeted with a smile by the staff. We just waited a bit before the tour around started. After a short introduction of the hotel we were taken to the backstage, the part that guest never experience and where everything happens.

As soon as we crossed the door meant only for the staff, the decoration changed from charming and welcoming to a functional Brutalism. We walked around the spotless, and surprisingly not hot, kitchen and the back door. Everybody were busy in their normal activities but still had the time to smile at us with some degree of curiosity. A woman making a cake told us how she has been working there for 15 years as well as her husband who was a chef.

We passed through the employees area where they change their clothes, get the supplies for their work and even where they eat. They treated us with some coffee and delicious biscuits while answering our questions. We learned the difficulties to find the right staff since even the cleaning staff had to speak English or some other language to some degree to the kind of guest they usually receive.

Afterwards we were able to see the hotel itself. We visited the restaurant when the breakfast was about to be over, so we could see a bit of the culinary offer they had. Then we were taken to 3 rooms that were not the star of the place. This title belonged to their thermal pools and spa section. With outdoor and indoor pools where guests could relax in the warm water, all kind of massages available and even a salt cave, this hotel is a great place to spend a few days improving one’s health.

We ended our visit with a warm farewell from our guide and took a last picture in front of the hotel before going back to Veszprem.

written by: Camacho Arroyo Alejandra

The ‘Workshops and Oranisations of the National Scientific Students’ Associations’ (number: NTP-HHTDK-18-0020) project has been funded with support from the Hungarian Ministry of Human Capacities (EMMI), the Human Capacities Grant Management Office (EMET).

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The Ritz-Carlton, Budapest – Report

The hotel with the rich history, strong motto and clear aim – that is what may be said about Ritz-Carlton Hotel, the part of the Marriott chain. Located in the center of Budapest, near the most popular sightseeing attractions, Ritz-Carlton serves ladies and gentlemen, showing them the respect and treat them the way they should be treated.

Tourism Management MA students came there for a trip with Service Quality Management Class to learn how to operate the one of the most luxurious hotels in Budapest. We met the HR manager in the lobby. She asked us how was the trip to Budapest that helped us to feel more comfortable. Even if we know that it is her job, it could break the ice and set the contact between us.

She asked us to come to the bar section of the hotel to watch the presentation about the history and the operation of the hotel. She offered us water, still and sparkle. HR manager was talking about the very beginning of Ritz. We could learn some new facts about the founder and his dream of running a luxurious hotel, how the hotel was struggling during the World War II and how successful it is now.

Then we came back to modern time so we learned what Ritz-Carlton work for. “We are ladies and gentlemen serving ladies and gentlemen” – which is the motto of the hotel. She explained us that ladies and gentlemen, who are serving, is the personnel of the hotel. And they should act, think and actually be the ladies and gentlemen. Ladies and Gentlemen, who receive the service, are guests of the hotel who should be treated exactly like Ladies and Gentlemen. You can feel it everywhere in Ritz-Carlton.

The personnel of Ritz-Carlton confessed that they make their guests feel special with a lot of different ways: they have to know the names of guests, their preferences and etc. We were given an example, if the customer uses services of Ritz-Carlton in Paris, the information about the guest can be received to the hotel in Budapest, so if that certain guest comes to Budapest, they are already aware of their needs, so if they know they like cappuccino, they will get cappuccino, not anything else. That shows Ritz-Carlton as a user-oriented accommodation provider.

We visited the hotel, but unfortunately, we did not have the opportunity to see all types of rooms, because was full-house in the hotel. However, we were still lucky and we could see and check out at least a standard room. The room is big, with the softest mattress from the USA. Each room provides mini-bar, coffee-machine with coffee filters and kettle, iron and equipment to clean shoes. Also you can find there the list which a guest can fill in case if they need something from the cleaning ladies, so they can prepare everything you need by the time it should be done.

We also could check the club lounge, “a hotel in the hotel” of Ritz-Carlton. The place where business meetings can be held, where you can have calm time with your partner and nobody is going to disturb you. It is the additional service they offer, so it has to be booked in advance so they can prepare everything for better work of you there.

Another thing which is new there, is the SPA. Firstly, it is located on the 8th floor of the building. Secondly, they have a pool there. HR manager told us they are really proud to have the pool on the top floor. They also have procedures rooms, manicure offers and gym.

The hotel is 5* hotel and once guest gets there, they can feel it everywhere. Carpets, well-looked staff, smells, luxury design and atmosphere already treat you like you are The Queen of England.

Ritz-Carlton has its own steps of service. There are the following:

  1. A warm and sincere greeting. Use the guest’s name.
  2. Anticipation and fulfillment of each guest’s needs.
  3. Fond farewell. Give a warm good-bye and use the guest’s name.

As you can see the personalization of the service is which leads Ritz-Carlton to be on top of the accommodation provider. Everyone who took part in the trip was inspired and impressed with the decoration in the hotel, warm greetings and pleasant communication with the staff. We got a lot of attention, everyone was friendly with us and they were ready to help and answer all questions we might have.

The trip took two hours but during this time Ritz-Carlton could make us fall in love with their hotel. At least with one, in the heart of Budapest.

A program a Pannon Egyetem Gazdaságtudományi Kara által elnyert az Emberi Erőforrás Támogatáskezelő által támogatott “A hazai Tudományos Diákköri műhelyek és rendezvényeik” című projekthez (NTP-HHTDK-18-0020) kapcsolódóan valósul meg.

Spirit Hotel Sárvár – Report

When you look into a kaleidoscope it reflects a unique mosaic pattern, but with a small shift the pattern changes entirely and you experience something just as picturesque as before but the vision is totally new.

We got the same feeling during our field trip, as our perspective on Service Quality Management shifted and allowed us to extend our knowledge with practical implications.

On 7th of November with the assistance of our teacher Gyöngyi Hajmásy, we got the opportunity to take a trip to Sárvár and visit Spirit Hotel Thermal Spa.

As we were given a guided tour we learnt that the hotel lies on the shores to the seven lakes of Sárvár and one of the unique five- star spa hotels in Europe, that offers 271 boutique style furnished hotel rooms fit to the demands of international five star guests. Its spa and relaxation area offers more than 10.000 m² with 22 pools and a large variety of health, beauty and medical services.

By entering the main hall you instantly get the ’wow effect’ and you can easily get lost in the details, their goal is perfection.

After they showed us around we had a short discussion with the hotel manager about quality management. As a conclusion she told us that they put a great emphasis on human resource development, thus the Spirit Hotel isn’t simply luxury-category hotel because of its 5 stars. Its luxury is manifested in the way they serve their guests, guaranteed by the enthusiastic and devoted work of the entire hotel staff. We could have been part of it for a day and I would like to mention how warmly we were welcomed there.

Finally we are grateful that we had the opportunity to go to the Spirit Hotel Thermal Spa and got a deeper insight of hotel’s operation.

Szabina Tóth, Vivien Szekér, Krisztina Pócsa
(Tourism Management MA, 1st Semester)

A program a Pannon Egyetem Gazdaságtudományi Kara által elnyert az Emberi Erőforrás Támogatáskezelő által támogatott “A hazai Tudományos Diákköri műhelyek és rendezvényeik” című projekthez (NTP-HHTDK-18-0020) kapcsolódóan valósul meg.

 

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