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University of Pannonia
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Visit to Algida Ice Cream Factory

We were very honored to  have opportunity to visit Algida Ice Cream Factory in Veszprém. Under the leadership of Professor Zoltán Kovács -who is the teacher of our Logistics class- we arrived at the factory on 13th of May 2019 at the agreed time. Our Professor believes the visit will be very helpful for our better study and deeper understanding of this course. The factory is located in Veszprém on the outskirts of a similar industrial park. The slight of the factory touched me deeply. Unfortunately the weather was cloudy accompanied by rain but this did not reduce the enthusiasm for students about to enter the world-famous Algida ice cream factory. While waiting for the staff to confirm our identity and give us permission to pass, I was observed the very rigorous inspection procedures of the factory. The pay special attention for the entry and exit persons and vehicles. Upon entering the factory, we found that, unlike ideas, it is not full of crowds with people and loud machines. Instead of it was like a pleasant environment of a small forest. Under the guidance of road signs and the staff, we quickly arrived at the building where ice cream is produced.

First we went to the conference room and after a little waiting we were welcomed by the enthusiastic reception staff and the managers responsible for managing the several departments of the factory.They presented the operation of the factory in detail such as the main business model and the relevant information in transportation. Our teachers also explained and demonstrated the similarities in the Logistics class. At the end of the presentation, the manager of the safety management department introduced us some of the “golden rules” and precautions before the visit. We were divided into three groups and took turns to visit. During the waiting period, we were fortunate to have tasted different varieties of Algida ice creams.

Before we entered we had to wear masks, headgear, earplugs, goggles and disposable overshoes, and at last we had to clean and disinfect our hands which ensures that we can do the visit safely and smoothly. We visited the temporary warehouse, production workshop, packaging workshop and the office that monitors the operation of the production machine. The environment inside the factory is very clean, and the workers are also in order. It was good to see all the staff were smiling, maybe this is the magic of Algida ice cream!

The visit was very successful and we enjoyed it. We would like to thanks to Algida Ice Cream Factory and professor Zoltán Kovács can give us such an unforgettable experience!

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.

 

Guided tour at Laczkó Dezső Museum

On 12th of December we would like to invite you to Lackó Dezső Museum!


Meeting point: Entrance, A building
Departure: 10am
Route: 10 Egyetem utca – 1 Erzsébet sétány
Entrance fee: HUF 500

Our guide (in English), András Király will take 45min to introduce the museum and show us around the exhibitions, including the current temporary one on the famous Hungarian physician, Ignác Semmelweis.

Everyone is invited!

More information>>>

Manor House Inn – An experience report from Our Student

In connection with the subject of Service Quality Management on 27th September we visited Manor House Inn with my classmates on tourism management course with the leading of our teacher, Gyöngyi Hajmásy.

We were glad of this possibility and we would like to thank the owner of the accommodation for having greeted us kindly. Csopak is one of the most beautiful villages around Lake Balaton where the Villa is situated. This kind of accommodation that they offer to the tourists seemed to me as a „paradise” for those who would like to relax and just to feel the tranquility and the quietness of the place. When we entered the house the owner immediately welcomed us and the friendly atmosphere provided a homey feeling.

In the lobby of the main building we settled down comfortably in sofas and armchairs with a cup of coffee or tea in our hands and the proprietor presented the story of their enterprise and the whole operation of the House. Then they showed us around the accommodation and we visited the three guesthouses and every type of rooms as well. The garden offers several possibilities for outdoor activities and we can find a playground and other games for the children. For adults they built an outdoor wine bar where the guests can relax in deckchairs and taste different kinds of wine produced by the region’s best vineyards.

It was a pleasure to experience the operation of a tourism service in real life and we could develop and extend our theoretical knowledge with the practical implications. Furthermore it was very positive that the owner answered our questions and welcomed our comments and recommendations kindly.

Written by: Vivien Kovács, Tourism Management (MA)

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