Welcome to the HSMAI Day London
Chesterfield Mayfair Hotel
Friday 14 September from from 08:30-17:00
The HSMAI Day take place at wonderful Chesterfield Mayfair Hotel in London. A full-day conference intended to provide you and your team an overview of current industry developments, focusing on subjects HSMAI considers important to put on the industry’s agenda. This year’s topic is Winning for customers and company culture through HSMAI Region Europe’s program, The Service Pledge. Tomorrow’s winners are companies that invest in their company culture and bringing the customer experience to the boardrooms. Your company culture and internal communication have a big impact on your reputation, repeat business and results, the Service Pledge program gives you tools to fine tune your management of these.
It´s free to attend for HSMAI company members working directly in the hotel, event and travel industry.
|08:30–09:00||Registration, coffee and networking|
|09:00–10:00||Winning your customers with your culture!|
By Frank Fiskers, former Scandic Hotels President & CEO and now he is in the Scandic’s Board of Directors. He will share his thoughts about 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 on the Scandic’s Board of Directors.
|10:00–10:50||Can empathy survive technology? |
In an era where conferences are often run via satellite, when travel agencies are closing at an alarming rate and whole categories of front line staff are being replaced by computers, the value of human contact has grown with it’s rarity. This makes your service culture more important than ever before. AI does not yet do empathy or kindness or care; only your people can deliver that. What is your strategy to ensure that your people will have the greatest impact?
This session will look at stories of surprising successes and epic failures in the pursuit of marrying technology and service to deliver world-class customer service. Social media strategy, contact points, CRM and service recovery will live or die by the way your team deliver them. Our customers expect us to use technology, but we only exceed their expectations when we match technology with very human qualities; kindness, teamwork, humour and empathy.
Eric O’Halleran has over 30 years of experience in the travel industry. He believes that business success requires the best technology used by people who are the heart of their companies. He has worked with British Airways and other organisations to develop company cultures where people are motivated by a common purpose and a shared understanding, feel engaged and collaborate effectively to win for their customers.
|10:50–11:05||Coffee break and networking|
|11:05–12:00||Other lectures given by top-tier international speakers, on trends in the industry, focusing on customer experience, company culture and The Service Pledge.|
|12:00–13:00||Lunch and networking|
|13:00–15:00||Work in company-internal groups/parallel sessions for other attendants.|
|15:30–17:00||Plenaryexchange of experience/on-stage reflections. Energy, motivation, music.|
|19:00||Dinner and networking|