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The HSMAI Day Holland

4 October @ 8:30 am - 5:00 pm CEST

Welcome to The HSMAI Day Holland

Van der Valk Hotel Amsterdam

Thursday October 4th

From 08:30- 17:00 including drinks and networking

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.

Target groups: GM´s and their leadership team, Destination Directors, Commercial Leaders, HR, RM Directors, Sales & Marketers and HQ.

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

Amongst others, you’ll meet the following:

Can empathy survive technology?

Eric O’Halleran, Executive coach, HSMAI Region Europe

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.

OTA Insight – Speaker TBC

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!


In pursuit of customer loyalty to improve earnings

Matthias Schreiner, Area Manager, Chains, Management Companies & Ownership Groups, North America, Booking.com



The changing skills and competences of future commercial leaders

Fernando Vives, Chief Commercial Officer, NH Hotel Group, initiates debate

Customers are changing, Channels are changing, Sales are changing. What skills will be needed in the future for our sales organizations and our leaders in general?

HSMAI Region Europe is working more and more across disciplines and less in silos so we are representing the whole of commercial.

Meet representatives from HSMAI´s six Advisory Boards. They will share their thoughts and initiate to debate on the following important topics.

  • Revenue Management
  • Marketing
  • Sales Executive
  • Distribution
  • Culture & People
  • Innovation

More about Fernando Vives

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.

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.


HSMAI Holland
+31 (0)6 2127 8062
Contact Us

Send us an email for any queries you have about HSMAI Europe and we'll get back to you, asap.

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