The HSMAI Day UK
14 September @ 8:30 am - 5:00 pm BST
Welcome to The HSMAI Day UK
Chesterfield Mayfair Hotel
Friday 14 September from from 08:30-17:00
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.
|08:30–09:00||Registration, coffee and networking|
|09:00–09:35||Winning your customers with your culture!
By Frank Fiskers
He will share his thoughts about leadership and Winning your customers with your culture! Frank Fiskers has held leadership roles in the hotel industry for 25 years across multiple countries throughout Europe and Africa, and has held a number of top executive positions in reputable hotel corporations such as Carlson Rezidor Hotel Group and Hilton Hotels Worldwide. For more than seven years he was the President and CEO of Scandic Hotels and led Scandic to world-wide recognition and multiple awards for its outstanding work within sustainability. Scandic Hotels almost doubled from 130 to 280 hotels under his leadership. Frank left Scandic Hotels 1 July 2017 and he is now on the Scandic’s Board of Directors.
|09:35–10:00||What Every Company Can Learn from Google’s Company Culture
By Edward Lines, Industry Manager, Google
|10:00–10:50||Can empathy survive technology?
By 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.
|10:50–11:05||Coffee break and networking|
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!
By OTA Insight. Speaker TBC.
|12:00–13:00||Lunch and networking|
|13:00–13:30||The hybrid traveler – the needs of the 24/7 world we live in.
By Amanda Elder – Chief Commercial Officer, Kempinski Hotels
Amanda has a long and successful history in hospitality sales and marketing around the globe at leading companies such as Starwood, Marriott, and FHRI. At Kempinski she is responsible for all commercial areas for this noted global luxury hotel company, including marketing, branding, revenue, sales, PR, digital, distribution, and loyalty. In her short tenure at Kempinski, she has been recognized as a key part of the executive team and is the first woman to join the Kempinski Hotels management board.
Earlier this year Amanda was recognised by HSMAI Region Europe for being one of the ‘Top 20 Extraordinary minds and contributors of the industry’s Commercial & Revenue Optimization Leaders’.
|13:30–13:50||Learn more about how London is promoting the city for events and corporate buyers
|13:50–14:10||Coffee break and networking|
The changing skills and competences of future commercial leaders
Customers are changing, Channels are changing, Sales are changing. What skills will be needed in thefuture 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.
|15:10–15:55||Work in company-internal groups/parallel sessions for other attendants.
|15:55–16:40||Plenary exchange of experience/on-stage reflections. Energy, motivation, music.|
|16:40||Drinks and networking|