About
Locations
Education
Memberships
CSC 2025
Resources
- Podcast
News
- Global Knowledge Center

Basket

About
Locations
Education
Memberships
CSC 2025
Resources
- Podcast
News
- Global Knowledge Center

Service Pledge

New dates are now set for ROC, Marketing Strategy Conference and more

February 4, 2022

Read More 0

Hospitality Industry First as HSMAI Europe Student Council – Launches in September

July 14, 2021

Read More 0

All our events in September will take place at the beautiful St James Court Hotel in London which is part of Taj Hotels Scroll down to see our events: An […]

Read More 0

Here are the finalists for the HSMAI and Customer Alliance Guest Experience Award UK

August 30, 2018

HSMAI Region Europe, in cooperation with the german based company Customer Alliance, will hand out national awards on the upcoming HSMAI Day UK in London on Friday 14th September, and […]

Read More 0

HSMAI in cooperation with Customer Alliance hands out the Guest Experience Award on The HSMAI Day

July 20, 2018

In recent developments HSMAI Region Europe, in cooperation with the German company Customer Alliance, will hand out a national award on the upcoming HSMAI Day in London on Friday the […]

Read More 0

HSMAI Global Entities

HSMAI Academy
HSMAI Foundation
HSMAI America
HSMAI Asia
HSMAI Middle East
HSMAI Global Signature Events
Privacy Policy

Why are guests so unpredictable? Is there anything we can do in order to make them more predictable?

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.

Niels MekenkampDirector of Business Solutions, EMEA, Cendyn

3 ways to make more strategic use of your brand

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

Monna Nordhagen, Partner and strategy advisor, Mars

What characterizes the best sales teams?

Remi Morken, CCO, SalesScreen

Revenue Management to Revenue Strategy: Best practices and key learnings to help your organization succeed in 2020 and beyond

John Gallagher, Sales Director, Duetto

How to sell when customers do not know they need you?

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.

Benjamin Devisme, VP Sales, Quicktext

Real time pricing

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?

Alexander Edström, CEO, Atomize

Expansion of revenue management capabilities

Damiano Zennaro, Global Director of Advisory services at IDeaS

Laura McNally, Director, Account Management – Strategic and Global Accounts at IDeaS

Customer Centricity

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

Gil Mulders, Former Head of Learning Europe, Intercontinental Hotel Group and Chair of the HSMAI Region Europe People & Culture Advisory Board

Being a General Manager and Leading a team of strong performers

Jarle Moen, Former Thief Executive Officer at the Award winning hotel The Thief, now the Managing Director at the upcoming hotel Sommerro

Retention strategies for Sales professional that works’

Anant Vithlani, Vice President Sales, Nordic Choice Hotels

Storytelling that works

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.

Christian Braathen, Client Director, Scandinavian Design Group

Commercial Technology Strategy

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

Julie Grieve, Founder and CEO, Criton

Close the gap between revenue optimization & digital marketing

Finnbar Cornwall, Senior Industry Head Travel at Google UK

Consequences of Inbound RFP Over-reliance – Why is it the Time to Establish a Proactive Meetings & Events Sales Strategy

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.

Erika Bucsi, Enterprise Director of Sales, EMEA & APAC, Knowland

Navigating the changing hotel distribution landscape

Insights to improve competitiveness in an increasingly volatile environment

Michael Mernagh, Head of Sales EMEA, OTA Insight

Using Technology to Deliver a Personalized Guest Experience

Michael De Jongh, Chief Commercial Officer, Avvio

Coaching a team for strategic selling

Evert Schuele, Vice President Sales, Europe, Africa, Middle East and South West Asia, Hyatt International

Intermediaries: Should they be managed like a key account?

Saurabh Bhargava, Commercial Director UK & Ireland, Taj Hotels

HEADER

Subtitle to go here

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

Name Surname, Role, description etc etc etc

Name Surname, Role, description etc etc etc

HEADER

Subtitle to go here

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

Name Surname, Role, description etc etc etc

We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.Ok No

New dates are now set for ROC, Marketing Strategy Conference and more

Hospitality Industry First as HSMAI Europe Student Council – Launches in September

HSMAI Europe Activity Plan 2021

The HSMAI Europe Awards 2019: Nominate your candidates

HSMAI activities in London in September

Here are the finalists for the HSMAI and Customer Alliance Guest Experience Award UK

HSMAI in cooperation with Customer Alliance hands out the Guest Experience Award on The HSMAI Day