HSMAI Region Europe Leadership Day at St James Court in London, September 2019

In recent years more and more hoteliers have commented on the fact that it is becoming harder to predict what demand will be like. Guests book later and later, events that traditionally had a high impact now have much lower impact and guests seem to change their mind on what they like. During this session we will discuss in what way we might be able to do in order to steer our guests towards a more predictable behavior.

How leaders can use modern brand thinking to engage people in delivering distinct customer experiences that inspire loyalty and word-of-mouth.

Benjamin is a French entrepreneur and investor. His job consists in solving major problems that hoteliers face every day. He is the Co-founder & Evangelist of Quicktext, a 24/7 AI-powered chatbot helping hotels increase sales while improving guest experience.

As the travel industry has evolved and become more digitized, markets that hotels operate in today have become faster, more transparent and more competitive than ever, pushing down profit margins. The old school of revenue management, where it used to be enough to pull historical reports from an isolated, non-connected PMS, to decide the future room prices, does not longer apply.

• What is the difference from being a Revenue Manager today compared to 10 years ago?
  • Does the skillset of an RM differ – if so; in what way?
• What does Real Time Price Optimization mean?
• What gains (and risks?) come with real time price optimization?
• How do you think the Revenue Management Department will operate in a real time revenue management environment – will the RM role need to change? If so, in what way?

About delivering the promises made, managing the perception and trust of the brand on social and digital media through the experiences delivered.

Brands that tell stories are performing better. We will discuss how you can use stories to clarify your message, connect with customers and grow your business. Make sure your team is on the same page and creating marketing that get results. We will also introduce you to a framework that makes it easier for your team to create stories that work.

What choices to make to PMS, RMS, CRS, Channel Manager, cost implications, training implications, integration implications and more.

MICE segment is becoming commoditized, driven by rate and response time. Cost of acquisition and distribution continues to grow. Need periods are more pronounced. Sales teams have subpar proactive skills – order takers vs. hunters. Sellers are fishing in the same pond with less than 10% conversion rates.

Insights to improve competitiveness in an increasingly volatile environment

This is the text within the more information for the session on: Using Technology to Deliver a Personalized Guest Experience

This is the text within the more information for the session on: Using Technology to Deliver a Personalized Guest Experience