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Welcome to The HSMAI Day Spain

NH Collection Eurobuilding Madrid

Tuesday October 23rd

From 11:30- 19:00 including drinks and networking

This is a full-day conference and this year’s topic is Winning for customers and company culture. Tomorrow’s winners are companies that invest in their company culture and are bringing the customer experience to the boardrooms. Your company culture and internal communication have a big impact on your reputation, repeat business and results.

This event is for GM´s and their leadership team, Destination Directors, Commercial Leaders, RM Directors, Sales & Marketers and HQ.

It´s free to attend for HSMAI members working directly in the hotel, event and travel industry. Sign up today!

We hope to see you there!

Program:

11:30-12:00: Registration, coffee and networking
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12:00-12:20: Tomorrow’s winners
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.
Amsterdam - Ingunn Hofseth, CEO van HSMAI. FOTO: DIEDERIK VAN DER LAAN
By Ingunn Hofseth, President & CEO, HSMAI Region Europe
12:20-13:00 Lessons on how chatbots can become more than just talk but revenue drivers.

Chatbots and AI technologies have increasing become popular after global brands started adopting them for automation purpose. However, the value of chatbot technology extends beyond improved customer service.

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Learn how other hotels are Leveraging the digital technology to enhance the guest experience and drive revenue at the same time.

By Akemi Tsunagawa, Founder & CEO of Bespoke Inc in Tokyo.
Akemi founded Bespoke in 2015 to create a new digital experience for travelers. Its AI concierge solution, Bebot, is world’s most used multilingual chatbot that replaces concierge desks to enhance guest experiences. Bebot is currently servicing wide range of clients from Narita International Airport to Sofitel Hotels.

Prior to Bespoke, Akemi worked in institutional product development roles at Fidelity International, management consulting at Deloitte, and investment banking at Macquarie Capital.
13:00-13:20: The current state of hotel rate parity in Europe, a deep dive into parity performance.

OTA Insight will present findings from the first-ever Hotel Parity Report.
Don´t miss it!

OTA Insight – Speaker TBC
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13:20-14:20: Lunch and networking
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14:20-15:00 An update on all the interesting products from Google and hear what every company can learn from Google’s company culture

By Edward Lines, Industry Manager, Google
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15:00-15:30: Best practices on brand segmentation, repositioning, efficiency and transformation
By Fernando Vives, Chief Commercial Officer, NH Hotel Group
With close to 20 years’ experience in the hospitality industry, Fernando leads NH Hotel Group´s global commercial team and is a member of the Management Committee.

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As Chief Commercial Officer his responsibilities include sales, revenue management, trade marketing, distribution, B2B Digital Sales, business development and groups / transient Worldwide Central Reservation Offices, including customer care.

He is an expert on Revenue Management, Commercial practices and distribution with experience both in the urban and resort arena and operating hotels in all continents.
15:30-16:00: Hotel marketing requires a strategy that recognizes the need for a strong presence. Philipp will in his presentation share his thoughts about hard and soft branding and the Pros and Cons of the choices

By Philipp Weghmann, Executive Vice President of Europe, Preferred Hotels & Resorts
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As Executive Vice President of Europe, Philipp Weghmann oversees the company’s growth and evolution in the region, as well as ensuring the retention of nearly 200 member properties across 25 countries in Europe.

With more than 15 years of experience in the hospitality industry, Philipp has an impressive record for supporting hotel owners and operators to achieve their sales, marketing, public relations and development goals. Philipp first joined Preferred Hotels & Resorts in 2006 in the role of Regional Director for the Iberian Peninsula and Mediterranean, and grew the region’s membership from seven to more than 50 member hotels in less than five years. He then took on the role of Area Managing Director for Latin America and Caribbean for the next three years, and, during this time, he was recognized for generating significant awareness of the Preferred Hotels & Resorts brand, as well as increasing the company’s portfolio of luxury hotels & resorts across the region.
16:20-16:50: The changing skills and competences of future commercial leaders



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The HSMAI Day Spain will continue the debate from the HSMAI Region Europe Leadership Day in London about how both the customers and sales channels are changing and that it requires different competence of future executives and employees. It also requires a completely different interaction across disciplines and that we work less in “silos” within key areas that HSMAI has its focus:
  • Revenue Management
  • Marketing
  • Sales
  • Distribution
  • Culture & People
  • Innovation
After the presentation there will be a discussion with executive leaders from the hotel and travel industry in Spain.
16:50-17:35: The changing skills and competences of future commercial leaders
Panel discussion with leaders from the industry (more people to be added):


  • Fernando Vives, Chief Commercial Officer, NH Hotel Group
  • Philipp Weghmann, Executive Vice President of Europe, Preferred Hotels & Resorts
17:35-18:05: HSMAI & Customer Alliance Guest Experience Award
We will end this productive day by handing out the HSMAI & Customer Alliance Guest Experience Award in co-operation with the German company Customer Alliance. The award is based on customer satisfaction data and reviews from different portals, such as TripAdvisor, booking.com, Hotels.com, Google, Facebook and more.

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18:05: Drinks and networking
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HSMAI Region Europe Ltd
51 Coldbath Square
London EC1R 5HL
UNITED KINGDOM