2:00 – 2:05 pm CET

Welcome

Ingunn Hofseth, President & CEO of HSMAI Europe, welcomes attendees and shares why KPIs were chosen for this Curate.

2:05 – 2:15 pm CET

PART 1: The Importance of KPIs

HSMAI America & Global President & CEO (and former Senior Vice President, Americas Commercial and Revenue Management at IHG) Brian Hicks sets the scene, highlighting global trends in metrics and commercial alignment and explaining why KPI fragmentation hinders collaboration and performance. He introduces the session objectives: to identify modern KPIs; explore conflicts between ownership and operator priorities; debate the future of benchmarking; and generate actionable recommendations for alignment.

2:00 – 2:05 pm CET

PART 2: Defining What Success Looks Like in 2025

Moderated by Gemma Greenwood, Director, Content Inc. (and HSMAI journalist) – Gemma will remind you that we will abide by HSMAI’s Antitrust Policy.

A dynamic exchange between Gianni di Fede, Global SVP Commercial, Radisson Hotel Group and Pär Augustsson, VP Profit & Distribution, Strawberry (former Nordic Choice Hotels) exploring evolving definitions of performance and success; contrasting perspectives on KPI priorities; how ownership models shape expectations; and whether traditional metrics like RGI are fit for purpose.

2:35 – 3:00 pm CET

PART 3: Brainstorming KPIs

Attendees separate into breakout groups to discuss KPIs that are most relevant in today’s market and how to resolve misalignments that exist amongst stakeholders. They will debate:

• Which KPIs best represent total business performance.
• Which metrics are outdated or misleading.
• What causes misalignment — and how it can be resolved.
• What new or emerging metrics the industry should consider.

Participants will be split into two groups. One group will be led by Jonathon Liu, Chief Commercial Officer at Verdi Hotels and the other group will be led by Tim Browne, Lecturer & Coach at Breda University of Applied Sciences. They will guide each discussion, capture key insights, and identify the group’s top three KPIs and alignment actions.

3:00 – 3:25 pm CET

PART 4: Wrap-Up and Next Steps

Attendees return to the main group, with each group leader sharing their top three most relevant KPIs, plus top three recommendations for better alignment. Gemma Greenwood reviews common themes and outlines next steps.

3:25 – 3:30 pm CET

Conclusion

Brian Hicks provides a quick wrap-up about KPIs and Ingunn Hofseth thanks attendees and shares updates on the next HSMAI Europe Curate taking place in London on November 5th.