In Featured, HSMAI, News items, Upcoming

Shaping the future

Collaborate and Interact with thought-leaders

Join us at Hotel Novotel Amsterdam CityÊin Amsterdam Tuesday 10 April and Wednesday 11 April 2018

Tuesday: HSMAI ROC & DOC and The HSMAI Awards

Wednesday: Curate – An HSMAI Executive Insights Forum (for organisational members only)

Wednesday: MeetConnect – for professionals involved in event and conference purchases and/or booking and administration

Wednesday: The Certified Revenue Management Executive certification, CRMEÊ



Find the best rate and location close to the ROC & DOC and HITEC by pressing here.


Co-located with HITEC Amsterdam

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The prices include: Coffee breaks, lunch, aperitif, wine, dinner with entertainment and awards ceremony.



Meet the team

08:00 Registration, exhibitor showcase,Ênetworking and coffee

The vision

09:00 Welcome & update
The changing skills and competences of future commercial leaders
By Ingunn Hofseth, President & CEO, HSMAI Region Europe and each Advisory Board Chair to present/show their vision of collaboration for the future.

The opportunity

09:30 Winning your customers with your culture!
Frank Fiskers
, former Scandic Hotels President & CEO
Who will share his thoughts on leadership and Winning your customers with your culture!
Frank Fiskers has held leadership roles in the hotel industry for 25 years across multiple countries throughout Europe and Africa, and has held a number of top executive positions in reputable hotel corporations such as Carlson Rezidor Hotel Group and Hilton Hotels Worldwide. For more than seven years he was the President and CEO of Scandic Hotels and led Scandic to world-wide recognition and multiple awards for its outstanding work within sustainability. Scandic almost doubled from 130 to 230 hotels under his leadership and he raised the group to the strongest share price in the world among all listed hotel companies. Frank left Scandic Hotels 1 July 2017 and he is now nominated to join the ScandicÕs Board of Directors from April 2018.
Scandic Hotels' president & CEO Frank Fiskers.

The possibilities

10:00 Innovation in hospitality Ð is technology doing its job?ÊWhat is Google doing in theÊtravel sphere with the consumer products they have launched and what will be the impact on your business? Customer behavior & customer centricity Ð what does this mean for revenue optimization?
Klaus Kohlmayr, Chief Evangelist, IDeaS, has an in-depth conversation withÊTim Davis,ÊManaging Director, PACE Dimensions,ÊSatyan Joshi, Hotel Ads Business Leader, Google, and Viola Mueller-Guttenbrunn, Group Director Revenue Management and Distribution at Rocco Forte Hotels, and invites the audience to participate in the discussion.Klaus has challenged the status quo on pricing and revenue management for the last 20+ years. He has co-created new approaches to pricing, developed and successfully implemented services to elevate revenue management and pricing processes across the world. He continues to think different how companies should achieve optimal revenues through forecasting and pricing.

Tim has 20 years international Commercial and General Management experience gained in Hospitality, Travel and Technology industries. In depth expertise in Distribution, eCommerce, Marketing and implementing technology to drive business advantage. Last 3 years transformed business processes and technology across Hotel Operations, Commercial and Finance functions on a worldwide basis. Before he joined Pace he was the SVP Commercial Development & IT at Hilton.

Satyan leads the Hotel Ads Business at Google’s UK Team, where he is responsible for building and maintaining key partner relationships within the accommodation sector and advises on best practices with Hotel Ads. Satyan joined Google in 2005 having already worked in Online Media for seven years, bringing a wealth of established digital experience.

Viola specialices in Revenue Management, Strategy, Business Development, Creativity, Online Marketing, Data Analysis, Training, People Development. She joined Rocco Forte Hotels after a few years as independent consultant, and a few years as Regional Director Revenue Management Europe at FRHI Hotels & Resorts.

10:45 Coffee break and exhibitor showcase

11:05 Social Media blueprint for brands, what is next for social media and how to stay ahead of the curve this year -ÊThe changing consumption of media: Digital Era
By Steven Bartlett, CEO, Social Chain
Steven is the 25-year-old CEO of The Social Chain Group. The Social Chain Group deliveries annual revenues in excess of 100m and consists of over 20 companies within Marketing, Media, Commerce, and Technology. Steven founded two of the flagship companies within the group; Social Chain and Media Chain. Social Chain is now EuropeÕs leading social marketing agency working with brands such as Coca Cola, Apple, FIFA and Warner Music. Media Chain is one of the largest media owners in the world, reaching billions of people online every month. Steve is now an established speaker, investor and was recently named the most influential young entrepreneur in the industry. We will end the session by interviewing Steven about the change in consumer behaviour in the hotel and travel industry the way he sees it.

12:30 Lunch and networking

13:30 The Expert Debates
Kelly McGuire and Steven Dow introduce industry experts with opposing viewpoints that challenge the status quo and will help set the stage for innovation and change in the industry.

14:00 New metrics / KPI
Cindy Estis-GreenÊwill introduce the topic of new metrics and the need to look to the future for these.ÊStan Josephi will present the result of the HSMAI survey on Revenue Management Metrics. Followed by a panel discussion with the following:

15:00 Coffee break and exhibitor showcase

Collaborate and Action

15:30 Roundtable discussions
Concurrent sessions held by specialists in their respective fields.
Three sessions.
  1. How restaurants can work with Revenue Management
  2. The importance of online reputation
  3. Social Branding 2018
  4. Emerging challenges and opportunities in Hotel Online Distribution
  5. Localization & the Emerging Market Traveler
  6. Using AI to expand your revenue potential with CRM throughout the guest journey
  7. Take back your business Ð boost direct with true
  8. Is upsell revenue a priority for your company in 2018? Learn what you are missing, from the Industry Leader
  9. Has my crystal ball stopped working?
  10. Navigating the changing distribution landscape
  11. Stop pricing like your grandma!
  12. The European Path to Hotel Booking: What Boutique Hoteliers Need to Know
  13. Tours & Excursions (a case study with a hospitality group) – Speaker TBC
  14. Digital storytelling – Speaker TBC
  15. Budgeting and management – Speaker TBC

1. AccorHotels:Restaurant Revenue Management Works! Revenue optimisation can happen whether your Restaurant is quiet or busy! Learn about some of the innovations in this space and how Revenue Management can be applied to your Food & Beverage.
Kate Walsh, Director, Total Revenue Management Global at AccorHotels

2. Lifted Imaging: The importance of online reputation
The importance of online reputation, how to manage it, how itÕs not going away, but bring it all back around to good old customer service. Ultimately itÕs how we treat customers and how they behave due to that treatment that will allow us to optimise on revenue.
Victoria Pearce, Reputation Marketing Consultant, Lifted Imaging

3.ÊSocial branding. A tool for relevance and success in the digital age.
What makes a brand successful in the digital age? Where traditional brands focus on positioning their brands in the minds of their customers, digital brands focus on positioning their brands in the lives of their customers. But, incorporating your brand in the life of the consumer is no easy task. By understanding your consumers practical, emotional and social needs, your brand can stay relevant within various stakeholders. This presentation will offer theories and practical examples on how your brand can use social branding to achieve consumer loyalty and growth.
October 2015 Trigger was named the worldÕs best creative PR agency at the Global SABRE Awards in Miami. At the same time, the campaign ÒStop the WeddingÓ for Plan Norway was voted the third best of the world. Trigger competed against more than 400 of the premier PR agencies in the world. The award is conducted under the auspices of The Holmes Report, a leading PR magazine with long traditions for studying and analyzing the global PR industry.
Babak Behrad, Creative Planner, Trigger

4. Fornova:ÊEmerging challenges and opportunities in Hotel Online Distribution
Learn more about what is affecting your cost of acquisition across both direct and indirect channels and find ways to use the intelligence to reduce your cost of distribution to increase net RevPAR.
Arunn Ramadoss, Director of Marketing at Fornova

5. Localization & the Emerging Market Traveler
Niklas Schlappkohl, Global Senior Director, Digital Travel Solutions,

6. Cendyn:ÊUsing AI to expand your revenue potential with CRM throughout the guest journey
Gain actual intelligence (AI) from your hotel CRM to amplify hotel offerings and cut through the noise of the crowded travel space. In this session, weÕll discuss how to consolidate and leverage your hotelÕs valuable data to create meaningful, personalized experiences that drive engagement, direct bookings, loyalty and higher ROI while putting guests at the center of what you do. With an AI foundation, weÕll show you how hoteliers have made more informed decisions to expand their marketing reach, be quicker to market and track real-time success for their properties.
Jeff Down,ÊRegional Director of Sales Ð EMEA, Cendyn

7. Duetto: Take back your business Ð boost direct with true personalization
Michael Schaeffner, Director DACH, Duetto

8. NOR1: Is upsell revenue a priority for your company in 2018?ÊLearn what you are missing, from the Industry LeaderÊ
Stuart Derricott, Director Of Business Development – UK and Ireland at Nor1.
Darko Bosancic, Regional Director, Business Development- EMEA, NOR1

9. Infor: “Has my crystal ball stopped working?”
A frequent discussion with hoteliers is the unpredictability of the market and the changing behaviour of their guests. It is becoming harder to predict what will happen in the coming months.
Weeks that would normally be busy appear quieter, whilst weeks that are expected to be slow fill with unexpected demand. Guests seem to behave in ways that they never used to before. The change is blamed on many things: ease of booking, transparency of supply, the OTAs and even the millennials. Is there anything we can do to make our business easier to forecast?
The answer is YES. Let us share some insights on how to better forecast your business and how to better understand your guest’s behaviour.
Niels Mekenkamp, _Director Hospitality Pre-Sales – EMEA – _Infor

10. OTA Insight: Navigating the changing distribution landscape.Ê
Use smarter data insights to optimise pricing and revenue strategies across online channels.
Tijl Speetjens, Business Development Manager Benelux & Nordic Countries, OTA Insight

11. IDeaS: Stop pricing like your grandma!
Join IDeaS in this thought-provoking roundtable discussion on pricing. Hotels are now able to price in so many ways – by person, all inclusive, agile, BAR by XYZ É ultimately the journey is to offer consumers the relevant, granular and personalized choices during their shop and booking path, and pricing needs to follow accordingly.
Neil Corr, Senior Consultant, EMEA, IDeaS

12. The European Path to Hotel Booking: What Boutique Hoteliers Need to Know
With the rise of OTAs, Metasearch sites, and more, travellers are overrun with options for searching and booking their hotel. Intercepting these travellers and ensuring they book direct is a rising concern of boutique hoteliers and doing so can be daunting. In this presentation, we’ll reveal our latest insights on European hotel booking trends, including analysing one boutique hotel guest from dreaming to booking and demonstrate the importance of getting that direct booking. We’ll translate these data points into marketing takeaways, arming hoteliers with the tools and strategies necessary to decrease dependence on OTAs and drive more direct bookings.
Peter Shin, Partnerships and Development, Sojern

13. Tours & Excursions
A case study with a hospitality group
Speaker TBC

15. Digital storytelling
Speaker TBC

16. Budgeting and management
Speaker TBC

More speakers for the rest of the above topics for the roundtables, will be updated on this page in the weeks to come.

Roundtable discussions Ð Session 2
A repetition of the above mentioned roundtable session 1, in order to allow participants to cover topics of their own choice.

Roundtable discussions Ð Session 3
A repetition of the above mentioned roundtable session 1, in order to allow participants to cover topics of their own choice.

17:00 We are now ready to present back to the wider group from the roundtables sessions the concrete actions everyone can take
Are we ready? Independent hotel representatives will also share their thoughts about the future andÊthe challenges they have.
ÊThe HSMAI Awards
18:00 Drink reception

18:30 The HSMAI Awards
Welcome by HSMAI

Sit-down three-course dinner with Awards and entertainment

Alejandro FuentesÊis confirmed as the entertainment for the Award Ceremony. There will be a DJ, sax, drums, songs and great entertainment from them.

23:00 Closing

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PLEASE NOTE:ÊFor qualified ROC/DOC registrants, HITEC Amsterdam will provide one complimentary, non-transferable registration which entitles the recipient to two days access to theÊHITEC Amsterdam exhibit hall and general sessions. HITEC Amsterdam concurrent educational sessions are not included.ÊComp registrations are only available to qualified ROC/DOC attendees directly from the industryÊand cannot be used by suppliers or vendors, consultants, nor personnel, dealers, distributors, subsidiaries, investors, partners/associates or family members of exhibiting companies. HSMAI Region Europe will automatically register all qualified registrants directly with HITEC Amsterdam. You

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