HSMAI Region Europe

Digital Motivational Training Session for Ukrainian hoteliers
2024-07-18 14:00 - 17:00 (Europe/Kyiv) | Virtual
Recruiting, Retaining, and Motivating Employees Date: Thursday, July 18th
Time: 2:00 PM – 5:00 PM (EET)
Location: Virtual HSMAI Europe, in collaboration with the Ukrainian Hotels & Resorts Association (UHRA), is organising a special digital motivational training session exclusively for Ukrainian hoteliers to support the hospitality industry in Ukraine.
Join us for an engaging and insightful 3-hour webinar, including a break, tailored for General Managers, top managers, and heads of revenue-driven departments, as well as marketing and sales.
During the webinar, you will:

Learn about the latest trends in recruiting and retaining staff
Get practical advice on creating effective recruitment and training programs
Discover how to motivate and encourage your employees

The session will be conducted by experienced experts who will share their knowledge and experience with you. We are pleased to announce the following will also be joining us to provide their insights and expertise.

Michael Wierling, Director HR, Northern Europe at IHG Hotels & Resorts and the Chair of the HSMAI Europe People & Culture Advisory Board
Roland Seddon, Managing Director at MRK Associates (Recruitment Agency) and Member of the HSMAI Europe Board of Directors
Victoriya Starovoyit, General Manager at Holiday Inn Kyiv

Given the current situation in Ukraine, the emphasis on “Motivation and Engagement of Staff” is particularly important.
Take advantage of this opportunity to discover how to improve your HR management and hotel business.
Sign up now, don’t miss out on this valuable opportunity! About HSMAI Europe

HSMAI – Hospitality Sales and Marketing Association International – is a global organization founded in the US in 1927. HSMAI Region Europe is the European arm of the organisation. HSMAI Europe aims to be a key influencer, pioneer and the go-to industry resource for professional development, commercial strategies and sustainability in the hospitality, travel and tourism industry. For more information about HSMAI Region Europe, visit www.hsmai.eu

HSMAI Europe Commercial Summer Camp 2024
2024-07-21 - 2024-07-26 | Nova School of Business and Economics, R. da Holanda 1, Carcavelos, Carcavelos, 2775-405, Portugal
Unlock Your Leadership Potential at HSMAI Europe’s Commercial Summer Camp 2024
The Commercial Summer Camp is back in beautiful Lisbon, Portugal! This year’s program promises to be an incredible experience that you won’t want to miss. Join us for the HSMAI Region Europe Commercial Summer Camp 2024 and take your career to the next level.
📆 Sunday, 21 July 2024 to Friday, 26 July 2024
📌 Nova School of Business and Economics, R. da Holanda 1, 2775-405 Carcavelos, Portugal
The Summer Camp will take place for the fourth time, and the second time in Lisbon Portugal at the Nova School of Business and Economics. This highly successful program has received enthusiastic support from attendees over the past few years and we’re thrilled to once again offer this unique opportunity for individuals looking to enhance their knowledge and skills in commercial strategy, digital marketing, revenue optimization, and more.
Target Group: Sales, Marketing, Revenue Management Experts or General Managers
The Commercial Summer Camp focuses on developing cross-functional strategic thinking and leadership skills, to enable tomorrow’s commercial leaders in the hospitality industry. The ideal candidate is already a sales, marketing, or revenue management expert or a property leader like a General Manager with the ambition and desire to understand all of the specific disciplines and what it takes to keep them all running smoothly together.
The program runs from Sunday evening kicking off with a welcome dinner, to Friday evening.
The program includes a two day ‘Leader Development’ training. This 2 day program will be delivered by NOVA School of Business & Economics, which is the leading business school in Portugal and one of the best business schools in the world. The remaining 3 days will be delivered by experienced leaders and experts from the industry.

Connecting Future Leaders | Oslo | August 2024
2024-08-22 17:00 - 21:00 (Europe/Amsterdam) | Oslo
Connecting Future Leaders
– Hvordan bruke tech for å drive salg og skape interaksjon på nett, og hvordan chatbots og AI skaper en tettere dialog med gjesten og driver produktivitet.

📅 Date: Torsdag 22. august, 2024
🕒 Time: 17:00 – 21:00
📍 Venue: Epicenter, Oslo
🏢 Address: Edvard Storms gate 2, 0166 Oslo
Velkommen til nok et “Connecting Future Leaders”-arrangement! Vårt mål er å skape faglige- og sosiale møtepunkter for erfaringsutveksling og nettverksbygging blant unge ledere og talenter på 35 år og under.
Vi dykker ned i hvordan AI-verktøy kan forbedre kundeopplevelser, øke driftseffektivitet og styrke konkurransedyktigheten i en stadig mer digitalisert verden. Hør fra ledende eksperter og praktikere om de nyeste trendene, suksesshistoriene og de praktiske verktøyene som kan hjelpe din virksomhet å vokse.
Arrangementet er en unik mulighet til å møte andre ambisiøse ledere, dele erfaringer og bygge nettverk i bransjen. Det vil bli servert enkel mat / snacks og drikke.
Deltagelse på arrangementet er gratis for HSMAI medlemmer. Registrer deg i dag for å sikre din plass!
Du møter:

Jon-Fredrik “Joffen” Hopland
Co-founder & Software Engineer
Altek
Jon-Fredrik “Joffen” Hopland er medgründer og programvareingeniør hos Altek AI. Opprinnelig fra Norge, flyttet Joffen til Los Angeles i en alder av 20 år for å følge en karriere som profesjonell trommeslager. Etter mange år med turnering rundt i verden og opptredener på prestisjetunge festivaler som Coachella og Lollapalooza med store plateselskapsartister, ledet hans hunger etter innovasjon og teknologi ham til feltet for programvareutvikling, og til å ta en bachelorgrad i datavitenskap fra UiT – Norges arktiske universitet.
Med ekspertise i generativ AI, backend og frontend-utvikling, kombinerer Joffen sin kunstneriske kreativitet og tekniske ferdigheter for å levere nyskapende, brukervennlige teknologiprodukter. Hans evne til å tenke utenfor boksen og dedikasjon til ekspertise gjør ham til en sentral del av Altek AI-teamet, og driver selskapet fremover i sin misjon om å styrke bedrifter med avanserte løsninger for generativ AI. Kristoffer S. Pedersen, medgründer og programvareingeniør hos Altek AI, kombinerer entreprenørånd med teknisk ekspertise. Hans karriere beveget seg mot programvareutvikling etter å ha drevet en suksessfull markedsføringsvirksomhet siden 2020, der han jobbet med over 30 selskaper, med å bygge nettsider og markedsføringsstrategier. De grenseløse mulighetene innen IT førte ham til en grad i datavitenskap fra UiT – Norges arktiske universitet.
Med spesialisering i generativ AI, backend-utvikling, skyhosting og dataanalyse, blander Kristoffer tekniske ferdigheter med strategisk forretnings tenkning. Drevet av å etablere et ledende selskap i AI-sektoren, fokuserer Kristoffer på å skape innovative og unike AI-produkter. Hans ambisjon er å revolusjonere teknologien med banebrytende ideer og applikasjoner, og omdefinere krysningen mellom forretning og teknologi.
Kristoffer S. Pedersen
Co-founder & Software Engineer
Altek

Anja Rossbach
Guest Relation Agent
Farris Bad
Anja 32 år og kommer fra Porsgrunn. Hun har fagbrev som resepsjonist, og etter lærlingperioden ble hun resepsjonssjef på Farris Bad. For tiden jobber hun hovedsakelig med booking og administrasjon, samt litt resepsjon. En morsom fakta om Anja er at hun deltok i 71 grader nord i 2018! Axel Stensholt Heiberg er Resepsjonssjef på THE THIEF. Han har en bachelorgrad i hotelladministrasjon og -ledelse fra Kristiania, med fordypning i endringsledelse, planlegging, drift og ledelse, samt økonomi, kapasitetsstyring og prissetting.
Axel har vært i hotellbransjen fra han var 18 år, og har vært av og på i Strawberry i 10 år. Det startet på Quality Hotel Klubben i Tønsberg i 2014. I tillegg har Axel har også erfaring som Customer Interaction Agent hos eBerry by Nordic Choice Hotels og Operations Manager ved Hotel Verdandi Oslo, og var assisterende resepsjonsjef på det THE THIEF før han tok på seg rollen som resepsjonssjef.
Axel Stensholt Heiberg
Front Office Manager
The Thief

Christian Lundén
VP Strategic Growth
Strawberry
Strategisk rådgiver med ansvar for å introdusere nye forretningsmodeller, teknologier, partnerskap og løsninger for både gjester og ansatte på alle Strawberries 230 hoteller. Involvert i inkubasjons- og konseptfasen av nye prosjekter og hotellkonsepter.
Erfaren internasjonalforedragsholder innen innovasjon, fremtidstrender, digitalisering og viktigheten av å tenke annerledes.
Var direktør for Future Business-avdelingen i Strawberry frem til mars 2020, hvor han jobbet med disruptiv innovasjon, småskalaprosjekter (MVP-er) og intern opplæring om trender innenfor og utenfor bransjen.
Har ledet flere «verdens første»-prosjekter som mobile nøkler (nå også tilgjengelig med Apple Wallet Key som første utenfor USA), digital gjestereise, blockchain-lagerstyring, stemmeassistenter (Alexa), projeksjonskartlegging og mange andre hotellrelaterte løsninger for ansatte og gjester.
Har ti års erfaring fra hotellbransjen som hotellsjef på ulike hoteller i Winn Hotels Group. Alf Sagen, en dypt erfaren COO/CIO/MD, har bygget sin karriere hovedsakelig innen reise, IT og tjenesteytende næringer. Han ser på seg selv som en verdensborger og mener at geografisk avstand ikke er en hindring for effektivt teamarbeid. Alf har grunnlagt flere selskaper, både som medgründer og som leid ledelse, og har betydelig erfaring med forretningsprosessreengineering ved å integrere IT for å skape verdi.
Han har omfattende forståelse av forretningsprosesser, og bruker IT som en differensierende faktor for virksomheten, med mål om å være disruptiv. Hans tekniske kompetanse dekker tech, utvikling/DevOps-metodikker, arkitektur/enterprise design og strategisk IT-forståelse. Alf har fungert i roller som prosjektleder, faglig ekspert, arkitekt (EA og enterprise systems portfolio/EAI), og konsulent/rådgiver.Spesielt kunnskapsrik innen reiselivsbransjen, har han dyp innsikt i luftfart, inkludert flyselskaper (samt cruise og bakkesegmenter + “mobilitet”), og er kjent med både standarder og mindre konvensjonelle alternativer, distribusjon og forskjellige systemer/leverandører.
Alf Sagen
Digital & IT
SAS Scandinavian Airlines

Co-Moderators:

Simon Barman-Jensen
Acting General Manager
Clarion Hotel Oslo
Simon Barman-Jenssen arbeider i dag som Acting General Manager ved Clarion Hotel Oslo, men er til daglig Operations Manager ved samme hotell. Tidligere har han innehatt samme rolle på Clarion Hotel The Edge i Tromsø, og ble i 2019 nominert til Årets Unge Leder i Reiselivsbransjen av HSMAI. Han har også tidligere erfaring som bedriftsrådgiver i SpareBank1, prosjektleder i Nordnorsk Design- og Arkitektursenter, samt diverse annet smått og stort.
Simon har en Bachelor i Ledelse, Innovasjon og Marked, gjennomført Gründerskolen i San Fransisco og arbeider med å ferdigstille en MBA i Strategi og Ledelse. Men det hele startet med en utdanning som sirkusartist tilbake i 2008. Hisham er Teamleder for Meeting & Events hos Radisson Hotel Group, der han leder eventavdelingen på fire Radisson-hoteller i Oslo. Med erfaring som prosjektleder i et eventbyrå og som tidligere grunnlegger og leder av både et eventbyrå og en restaurant, er han kjent for å skape uforglemmelige opplevelser. Hisham kombinerer sin omfattende erfaring med en lidenskap for å levere høy kvalitet og kreativitet i hvert arrangement.
Hisham Mansour
Teamleader, Meeting & Events
Radisson Hotel Group

Power Breakfast | Stockholm | August 2024
2024-08-29 08:00 - 11:00 (Europe/Amsterdam) | Clarion Hotel Stockholm, Ringvägen 98, Stockholm, 118 60, Sweden
Join us for a Power Breakfast in Stockholm HSMAI Europe Power Breakfast in Stockholm! This meeting offers a unique opportunity for hospitality professionals to gain insights and navigate The Evolving Landscape of MICE Sales 📅 Date: Thursday, 29 August, 2024
🕒 Time: 08:00 – 11:00
📍 Venue: Clarion Hotel, Stockholm, Sweden
🏢 Address: Ringvägen 98 Get ready for an enlightening morning at the HSMAI Europe Power Breakfast in Stockholm, designed specifically for you as a hospitality professional keen on keeping up with the latest trends in MICE sales. This meeting is the perfect platform to explore new strategies, understand industry shifts, and connect with peers. Join us for an exciting and educational morning including networking opportunities with like-minded individuals. Please note that the language of the meeting will be in Swedish.
*For more information on how to become a member, please contact us at postbox@hsmai.eu or read more about membership here.
AGENDA
08:00 – 08:30
Breakfast and Registration
08:30 – 08:45
Welcome from HSMAI
08:45 – 09:15
Trends in the Meetings and Events Industry – From an Agency Perspective
By Sofia Eriksson, Director of Sales, EMEA at Amex GBT Meetings & Events Sofia will share the trends Amex GBT Meetings & Events is observing in how clients meet, what the current trends are in meetings and events, and what is important to clients in terms of choosing destinations and hotels. From a sales perspective, Sofia will also discuss trends in client behaviour and inquiries, and how we can remain relevant as providers in the meetings and events sector. 09:15 – 09:30
Coffee Break
09:30 – 10:00
Strawberry – MICE and B2B Sales
By Anna Westerberg, Director of Sales Cluster Mid/North in Sweden at Strawberry Anna Westerberg will talk about how Strawberry works with B2B and MICE sales. Gain valuable insights into the world of business-to-business sales and meetings, incentives, conferences, and exhibitions (MICE) as Anna shares her expertise and experiences. 10:00 – 10:30
Panel Discussion: The Evolving Landscape of MICE Sales
Join the discussion with our three industry experts, Ann Fransson, Director of Sales at Marholmen, Kenth Larsson, Director of Sales, Radisson Blu Waterfront Hotel Stockholm and Miriam Alexandersen Bråthen, Director of Sales at Thon Hotels. The moderator of the panel is Anders Johansson, CEO at Demand Calendar/Hospitality Visions and member of the HSMAI Europe Region Nordic Advisory Board. 10:30 – 11:00
Wrap up and final networking

SPEAKERS AND PANELLISTS
Sofia Eriksson, Director of Sales, EMEA at Amex GBT Meetings & Events

Sofia is based in Stockholm and is responsible for event sales in EMEA at Amex GBT Meetings & Events, where she leads a team of salespeople across Europe.

She has spent the last 17 years in the travel and event industry in various commercial roles, and is passionate about sustainable meetings that deliver results. When she’s not working, she enjoys spending time with family and friends, and appreciates adventures, good food, and long runs in the forest. Anna Westerberg, Director of Sales Cluster Mid/North in Sweden at Strawberry

Anna Westerberg is the Director of Sales Cluster Mid/North in Sweden at Strawberry.

Anna is a commercial executive with a proven track record in the hospitality industry, showcasing expertise in leading Management Teams, Sales, Hotel Management, Event Management, and Business Development. Throughout her leadership journey, Anna has excelled in guiding teams, coaching individuals, and spearheading sales teams with a keen focus on navigating through change effectively.

Known for her commitment to assignments and a dedication to driving development, progress, and change management initiatives, Anna has earned recognition for her leadership skills. She believes that leadership extends beyond achieving results; it involves creating an environment where others can thrive. Ann Fransson, Director of Sales at Marholmen Ann Fransson currently serves as the Sales Manager at Marholmen, a hotel specializing in leisure, wellness, and meetings.

With over 15 years of experience in the hospitality industry, Ann has worked in various roles including events, reception, reservations, hotel management, and sales.

A fun fact about Ann is that despite her career in hospitality, she has a passion for camping and loves to stay in tents. Kenth Larsson, Director of Sales, Radisson Blu Waterfront Hotel Stockholm
Kenth Larsson, with 30 years in the industry, holds the position of Director of Sales at Radisson Blu Waterfront Hotel, Stockholm.

Known for his strategic professionalism, goal-oriented mindset, and innate competitive drive, Kenth has been a steadfast leader within the hotel for three decades. His dedication to excellence and unwavering commitment have made him a cornerstone of the Waterfront team.

Described by his peers as a fun and engaging individual, Kenth naturally commands attention and respect. His ability to foster strong relationships and deliver outstanding results has earned him admiration and trust among his colleagues. Miriam Alexandersen Bråthen, Sales Manager at Thon Hotels With a solid 14-year background in sales at Thon Hotels, Miriam Alexanders Bråthen is a vibrant sales professional with a deep passion for sales and relationship building.

Miriam is recognized for her sociable and energetic demeanor, and she is dedicated to cultivating strong client connections. In 2023, she was honored with the “Joy Spreader of the Year” award at Thon Hotel Sales, highlighting her positive influence and commitment to her work.

Specializing in B2B sales, solution selling, negotiations, sales management, customer orientation, and relationship building, Miriam brings a wealth of expertise to her role. Her core values of trust, honesty, Anders Johansson, CEO at Demand Calendar With over 30 years of experience in leading positions within hotels and restaurants, Anders Johansson has pioneered revenue management principles in the hospitality sector since the late 1980s. In addition to his role at Demand Calendar, Anders has been a consultant for the past ten years, assisting businesses in creating business models, visions, and brands and increasing revenue streams.

Anders has also been sharing his extensive knowledge as a lecturer for 18 years, teaching two 5-week courses in Strategic Revenue Management at the School of Hospitality, Culinary Arts & Meal Science at Örebro University in Sweden.

Furthermore, Anders has held various board member positions in notable companies such as Forenom, InnSpire, Kämp Collection Hotels, and Bohemia Properties.

Anders holds an International Business, accounting, and finance degree from the Stockholm School of Economics. Today, Anders is the CEO of Demand Calendar, a company dedicated to helping commercial teams in the hospitality industry optimize revenue streams and increase profitability.

DigiTech: An HSMAI Marketing and Traveltech Exchange
2024-09-04 09:00 - 16:00 (Europe/Amsterdam) | NBC, Blokhoeve 1, Nieuwegein, 3438 LC, Netherlands
HSMAI Europe DigiTech An HSMAI Marketing and Traveltech Exchange

📅 Date: Wednesday, 4th September, 2024
📍 Venue: NBC NBC Congrescentrum in Nieuwegein, Netherlands | Blokhoeve 1, 3438 LC Nieuwegein

Join us this September for DigiTech, a conference tailored for the hotel, event and travel industry. This conference aims to connect national commercial leaders with leading companies and vendors, fostering a dynamic environment for inspiration, sharing insights across various commercial disciplines, including marketing, sales, revenue optimization, AI, branding, distribution and more.
Special Invitations for HSMAI Members:
Hoteliers who are members of HSMAI Europe can attend the event for free.
Don’t miss out on this opportunity to stay ahead of the curve in the ever-evolving world of hospitality and travel. Mark your calendars for DigiTech this September and be part of a great experience that will enhance your knowledge and expand your professional network.

Educational sessions:

Our educational sessions will cover a wide range of topics essential for today’s hospitality and travel professionals.

Panel Discussions and Networking:

Engage in insightful panel discussions featuring industry experts. Network with peers and explore new opportunities for collaboration and growth.

Roundtables

You will have the opportunity to participate in the roundtable discussions, providing a platform for networking and exchange of ideas and insights.

The Future of MICE Data
Navigating the New landscape of MICE & Corporate Travel Business
AI
Creating a Total Revenue Management (TRM) Culture
Budgeting and Forecasting
Sales Strategy
Marketing Strategy
Distribution Strategy
Brand Strategy

Future You | Netherlands | September 2024
2024-09-04 12:00 - 19:30 (Europe/Amsterdam) | NBC, Blokhoeve 1, Nieuwegein, 3438 LC, Netherlands
FUTURE YOU 📅 Date: Wednesday, 4th September, 2024
🕒 Time: Block the date for a full afternoon and evening!
📍 Venue: NBC Congresscentrum in Nieuwegein, Netherlands | Blokhoeve 1, 3438 LC Nieuwegein FUTURE YOU is created to address the industry’s need to recruit young talents in the coming years. The event is designed to showcase the diverse and exciting career opportunities available in marketing, sales, branding, revenue management, restaurant management, hotel management, and more within the hospitality, event, and travel sectors. Invited participants include graduating high school students, as well as students from hotel schools and universities and recent graduates.
FUTURE YOU offers a dynamic platform featuring inspiring lectures from young hospitality managers and industry experts, engaging panel debates on career trajectories, and invaluable networking opportunities with professionals, companies, and educational institutions.
Don’t miss out on this chance to connect and learn! The Future You event will be held in multiple countries.
For Exhibitors:
If you wish to join us as an exhibitor, please contact us promptly at postbox@hsmai.eu to secure your spot.

Power-Up | Oslo | September 2024
2024-09-24 14:00 - 17:00 (Europe/Amsterdam) | Thon Hotel Opera, Dronning Eufemias gate 4, Oslo, 0191, Norway
HSMAI Europe Power-Up 📅 Date: Tirsdag, 24 September, 2024
🕒 Time: 14:00 – 17:00
📍 Venue: Thon Hotel Opera
🏢 Address: Dronning Eufemias gate 4 Hvem trenger merkevarestrategi?
Det korte svaret er, alle. Før var merkevarebygging noe markedsavdelinger drev med. Nå er det blitt et strategisk anliggende for hele organisasjonen. Det er nyttig for alle å ha et bevisst forhold til hva, hvem og hvordan de vil være overfor folk de vil være viktige for. Men det er kanskje spesielt viktig å ta tak i merkevarestrategien hvis organisasjonen har vokst eller vil vokse, skal lansere nye produkter, gå inn i nye markeder, ser at konkurransearenaen er litt mer uoversiktlig enn den var før, hvis det er vanskelig å forløse potensial du tror bor i organisasjonen, ved oppkjøp, fusjoner, eller annen endring. I dag endrer ting seg hele tiden. Det er lurt å være forberedt.

Vi har invitert Monna Nordhagen til å dele av sin kompetanse denne dagen. Monna har også vært aktiv i HSMAI Europe Advisory Board for Marketing & Branding.
Monna Nordhagen er rådgiver og «wingwoman» for ledere og ledergrupper som legger merkevaren foran i en endringsprosess. Hun er strateg, merkevarebygger, fagnerd og forfatter og deler ofte kunnskap og erfaringer i foredrag og workshops. Hennes foredrag er en solid faglig oppdatering, presentert på en måte som gjør kunnskapen lett å ta i bruk umiddelbart i eget arbeid. Hun er like relevant for folk som tenker at de ikke driver med eller trenger merkevarebygging i vår tid når alle må være mobilisert for å bygge merkevaren og kundene er blitt den viktigste salgskanalen. Monna er partner i Mars Brand Strategy, medforfatter av boken Raketter og Rebeller, og har blant mye annet vært med å hamre ut nye merkevarestrategier for Finn, VIPPS og Visit Norway. Hennes personlige prosjekt er å hente det beste fra akademia og gjøre det om til praktiske verktøy å tenke med.
I tillegg kommer Tore Carlsson, Hotelldirektør på Clarion Hotel Oslo og medlem av HSMAI Region Norway Advisory Board til å lede en Q&A med Monna og deltagerne etter foredraget.
Etterfulgt av dette vil det bli servert noe lett snacks og god drikke.
Meld deg på og hør mer om dette utrolig spennende temaet!

Power-Up | London | September 2024
2024-09-25 18:00 - 20:30 (Europe/London) | The Rubens at the Palace, 39 Buckingham Palace Rd, London, SW1W 0PS
HSMAI Europe Power-Up in London 📅 Date: Wednesday, 25 September, 2024
🕒 Time: 6 pm – 8:30 pm
📍 Venue: The Rubens at the Palace
🏢 Address: 39 Buckingham Palace Rd, London SW1W 0PS Get ready for an exciting and insightful evening as HSMAI Europe brings one of the hottest topics in the hospitality industry to your city! This is your chance to connect with industry leaders, learn from expert speakers, and discover the latest trends and innovations shaping the future of hospitality.

We kick off the evening with a session from Hoang N Nguyen, Chief Operating Officer & Co-owner at d2o about Beyond Buzzwords and Green Labels: Sustainability for Hotel Leaders.
Dive into a transformative session that demystifies sustainability and reveals its real value for hotel leaders. Discover what eco-friendly truly means beyond the buzzword, and learn how it can enhance resource efficiency, boost sales and profitability, and future-proof your business. With practical insights, see how sustainability impacts your role and drives success in today’s hospitality industry.
Followed by a discussion on Sustainability expectations from corporate buyers: What hotels must deliver to stay competitive.
A dynamic discussion where industry experts explore the evolving landscape of the hospitality sector. Discover the latest sustainability requirements from corporate buyers. This is your chance to gain valuable insights into the future of hotel leadership and understand how sustainability is reshaping the industry. Don’t miss this opportunity to engage with other industry leaders.
The evening will be moderated by Michael Nowlis, Director, MBA Programmes at Imperial College Business School and Chair of the HSMAI Europe Board of Directors.
Join us for a day of learning, networking, and inspiration. Don’t miss out on this opportunity to stay ahead in the hospitality industry. Secure your spot today!

Power-Up | Paris | September 2024
2024-09-26 19:00 - 21:30 (Europe/Paris)
HSMAI Europe Power-Up in Paris 📅 Date: Thursday, 26 September, 2024
🕒 Time: 7:00 pm – 9:30 pm
📍 Venue: Hilton Paris Opera
🏢 Address: 108 Rue Saint-Lazare, 75008 Paris, France Get ready for an exciting and insightful evening as HSMAI Europe brings one of the hottest topics in the hospitality industry to your city! This is your chance to connect with industry leaders, learn from expert speakers, and discover the latest trends and innovations shaping the future of hospitality.

We kick off the evening with a session from Hoang N Nguyen, Chief Operating Officer & Co-owner at d2o about Beyond Buzzwords and Green Labels: Sustainability for Hotel Leaders.
Dive into a transformative session that demystifies sustainability and reveals its real value for hotel leaders. Discover what eco-friendly truly means beyond the buzzword, and learn how it can enhance resource efficiency, boost sales and profitability, and future-proof your business. With practical insights, see how sustainability impacts your role and drives success in today’s hospitality industry.
Followed by a discussion on Sustainability expectations from corporate buyers: What hotels must deliver to stay competitive.
A dynamic discussion where industry experts explore the evolving landscape of the hospitality sector. Discover the latest sustainability requirements from corporate buyers. This is your chance to gain valuable insights into the future of hotel leadership and understand how sustainability is reshaping the industry. Don’t miss this opportunity to engage with other industry leaders.
The evening will be moderated by Michael Nowlis, Director, MBA Programmes at Imperial College Business School and Chair of the HSMAI Europe Board of Directors.
Join us for a day of learning, networking, and inspiration. Don’t miss out on this opportunity to stay ahead in the hospitality industry. Secure your spot today!

Power Breakfast | Copenhagen | September 2024
2024-09-27 08:00 - 11:00 (Europe/Amsterdam) | Copenhagen Admiral Hotel, Toldbodgade 24, 28, 1253 København K, Denmark, Copenhagen, 1253, Denmark
Join us for a Power Breakfast in Copenhagen! HSMAI Europe Power Breakfast in Copenhagen! This meeting offers a unique opportunity for hospitality professionals to gain insights and navigate The Evolving Landscape of MICE Sales 📅 Date: Friday, 27 September, 2024
🕒 Time: 08:00 – 11:00
📍 Venue: Admiral Hotel Copenhagen
🏢 Address: Toldbodgade 24 Get ready for an exciting morning at the HSMAI Europe Power Breakfast in Copenhagen, designed specifically for you as a hospitality professional keen on keeping up with the latest trends in MICE sales. This meeting is the perfect platform to explore new strategies, understand industry shifts, and connect with peers.
This breakfast meeting promises an enlightening platform to showcase the mission and advantages of affiliating with HSMAI, alongside insightful discussions on pivotal updates and initiatives within MICE in the hospitality sector.
Target Audience: Sales and Marketing Directors, Commercial Leaders, General Managers, Sales Manager, people working with MICE in Hotel and Travel industry and people and companies that are generally interested in a platform where they can expand their knowledge, meet with peers and share best practices This event is free to attend for hoteliers and hospitality professionals working directly at a hotel or event properties. Join us for an exciting and educational morning including networking opportunities with like-minded individuals.
*For more information on how to become a member, please contact us at postbox@hsmai.eu or read more about membership here.
AGENDA
08:00 – 08:30
Breakfast and Registration
08:30 – 08:45
Welcome from HSMAI
08:45 – 09:15

Meeting and Events trends 2025
Looking into what has happened over the last year in Europe and globally and some predictions on how 2025 could look like.
By Per Ankaer, Managing Director of MCI Denmark and Ovation Denmark DMC

Per Ankaer has 20 years experience in the Meeting and events industry in Denmark and is working globally through the MCI network. 09:15 – 09:30
Coffee Break
09:30 – 10:00
Strawberry – MICE and B2B Sales
By Louise Kelly, Corporate Sales Director Meetings Denmark at Strawberry 10:00 – 10:30
Panel Discussion: The Evolving Landscape of MICE Sales
Join the discussion with our industry experts, Martin Åkesson, Cluster General Manager for Copenhagen Marriott and AC Bella Sky Hotel, and Tom Due Andersen, Sales Country Manager for ESS Denmark. The moderator of the panel is Anders Johansson, CEO at Demand Calendar/Hospitality Visions and member of the HSMAI Europe Region Nordic Advisory Board.
Martin Åkesson
Cluster General Manager
Copenhagen Marriott and AC Bella Sky Hotel

Tom Due Andersen
Sales Country Manager
ESS Denmark
10:30 – 11:00
Wrap up and final networking

About HSMAI Europe
HSMAI – Hospitality Sales and Marketing Association International – is a global organization founded in the US in 1927. HSMAI Region Europe is the European arm of the organisation. HSMAI Europe aims to be a key influencer, pioneer and the go-to industry resource for professional development, commercial strategies and sustainability in the hospitality, travel and tourism industry. Read More
SPEAKERS AND PANELLISTS
Sofia Eriksson, Director of Sales, EMEA at Amex GBT Meetings & Events

Sofia is based in Stockholm and is responsible for event sales in EMEA at Amex GBT Meetings & Events, where she leads a team of salespeople across Europe.

She has spent the last 17 years in the travel and event industry in various commercial roles, and is passionate about sustainable meetings that deliver results. When she’s not working, she enjoys spending time with family and friends, and appreciates adventures, good food, and long runs in the forest. Anna Westerberg, Director of Sales Cluster Mid/North in Sweden at Strawberry

Anna Westerberg is the Director of Sales Cluster Mid/North in Sweden at Strawberry.

Anna is a commercial executive with a proven track record in the hospitality industry, showcasing expertise in leading Management Teams, Sales, Hotel Management, Event Management, and Business Development. Throughout her leadership journey, Anna has excelled in guiding teams, coaching individuals, and spearheading sales teams with a keen focus on navigating through change effectively.

Known for her commitment to assignments and a dedication to driving development, progress, and change management initiatives, Anna has earned recognition for her leadership skills. She believes that leadership extends beyond achieving results; it involves creating an environment where others can thrive. Ann Fransson, Director of Sales at Marholmen Ann Fransson currently serves as the Sales Manager at Marholmen, a hotel specializing in leisure, wellness, and meetings.

With over 15 years of experience in the hospitality industry, Ann has worked in various roles including events, reception, reservations, hotel management, and sales.

A fun fact about Ann is that despite her career in hospitality, she has a passion for camping and loves to stay in tents. Kenth Larsson, Director of Sales, Radisson Blu Waterfront Hotel Stockholm
Kenth Larsson, with 30 years in the industry, holds the position of Director of Sales at Radisson Blu Waterfront Hotel, Stockholm.

Known for his strategic professionalism, goal-oriented mindset, and innate competitive drive, Kenth has been a steadfast leader within the hotel for three decades. His dedication to excellence and unwavering commitment have made him a cornerstone of the Waterfront team.

Described by his peers as a fun and engaging individual, Kenth naturally commands attention and respect. His ability to foster strong relationships and deliver outstanding results has earned him admiration and trust among his colleagues. Miriam Alexandersen Bråthen, Sales Manager at Thon Hotels With a solid 14-year background in sales at Thon Hotels, Miriam Alexanders Bråthen is a vibrant sales professional with a deep passion for sales and relationship building.

Miriam is recognized for her sociable and energetic demeanor, and she is dedicated to cultivating strong client connections. In 2023, she was honored with the “Joy Spreader of the Year” award at Thon Hotel Sales, highlighting her positive influence and commitment to her work.

Specializing in B2B sales, solution selling, negotiations, sales management, customer orientation, and relationship building, Miriam brings a wealth of expertise to her role. Her core values of trust, honesty, Anders Johansson, CEO at Demand Calendar With over 30 years of experience in leading positions within hotels and restaurants, Anders Johansson has pioneered revenue management principles in the hospitality sector since the late 1980s. In addition to his role at Demand Calendar, Anders has been a consultant for the past ten years, assisting businesses in creating business models, visions, and brands and increasing revenue streams.

Anders has also been sharing his extensive knowledge as a lecturer for 18 years, teaching two 5-week courses in Strategic Revenue Management at the School of Hospitality, Culinary Arts & Meal Science at Örebro University in Sweden.

Furthermore, Anders has held various board member positions in notable companies such as Forenom, InnSpire, Kämp Collection Hotels, and Bohemia Properties.

Anders holds an International Business, accounting, and finance degree from the Stockholm School of Economics. Today, Anders is the CEO of Demand Calendar, a company dedicated to helping commercial teams in the hospitality industry optimize revenue streams and increase profitability.

The Future of MICE Data: Press conference for Media and Industry Professionals | Madrid
2024-10-24 19:00 - 22:00 (Europe/Madrid) | Radisson Red Madrid, C. de Atocha, 123, Centro, Madrid, 28012, Spain
The Future of MICE Data Press conference for Media and Industry Professionals 📅 Date: Thursday 24th October, 2024
🕒 Time: 7 PM – 10 PM, including drinks and networking
📍 Venue: Radisson RED Madrid, C. de Atocha, 123, Centro, 28012 – Madrid, Spain HSMAI Europe, in partnership with Amadeus and Radisson Hotel Group, is thrilled to announce an upcoming press conference set to unfold in Madrid on Thursday evening, October 24. The topic of the evening will be “The Future of MICE Data”. Esteemed executives, professionals from the Spanish hospitality sector, and members of the Spanish press and media are warmly invited to participate. This event promises an enlightening platform to showcase the mission and advantages of affiliating with HSMAI, alongside insightful discussions on pivotal updates and initiatives within the hospitality sector. PROGRAM Registration Welcome and update about HSMAI Europe and what’s next in Madrid
By Hector Coronel, Director of Tourism at Madrid City Council, Matthieu Lafaurie, Vice President, The Club & Commercial Transformation at Radisson Hotel Group and Member of the HSMAI Europe Board of Directors and Ingunn Hofseth, President & CEO at HSMAI Europe, The Future of MICE Data
By Katie Moro, Vice President, Data Partnerships at Amadeus and Member of the HSMAI Americas Board of Directors Panel Debate: The Future of MICE Data
An interactive discussion with the audience, with the following panel members:
Mandy Stam
Senior Director Business Solutions at Radisson Hotel Group

Peter Heath
Founder at Venue Performance

Katie Moro
Vice President, Data Partnerships at Amadeus and Member of the HSMAI Americas Board of Directors

Tobias Tegetmeyer
Managing Partner & Founder at MICEview

Riccardo Galanti
Senior Director Of Sales at Cvent

Mark Struik
Co-Founder at MICE Daily
Followed by Networking, food and drinks For questions, please contact us at postbox@hsmai.eu
PARTNERS

(By-invitation-only) Fall Curate | Commercialisation of Sustainability
2024-11-07 12:00 - 18:30 (Europe/Amsterdam) | The Chesterfield Mayfair Hotel, London, 35 Charles St, Mayfair, London, W1J 5EB, United Kingdom
FALL CURATE 2024:
COMMERCIALISATION OF SUSTAINABILITY
📅 Thursday, 7th November 2024 | 🕒 12:00 – 18:30 |📍 The Chesterfield Mayfair Hotel
The Curate, an event designed exclusively for Organizational Member companies.
This is a chance for you to delve into the topic of Commercialisation of Sustainability, while networking and engaging in dynamic discussions with fellow executives.
The Fall Curate, set in the vibrant city of London, promises a valuable experience on Thursday, 7th November 2024. Organised in collaboration with the World Sustainable Hospitality Alliance, represented by their Chief Executive Officer – Glenn Mandziuk for this exclusive event.
This by-invitation-only gathering will bring together leaders who are passionate about sustainability and eager to explore innovative strategies for its commercialisation.
Target group: This event is tailored for senior leaders
We will abide by HSMAI’s Antitrust Policy, which will be shared with you as a reminder at the beginning of the session. If you have been invited, please register below. Interested to know more about HSMAI Europe?
Please reach out to us at postbox@hsmai.eu
PROGRAM
12:00 – 13:00 PM
Registration and Lunch
13:00 – 13:30 PM
Welcome

Michael Nowlis, Programme director, MBA Programmes at Imperial College Business School and Chair of the HSMAI Europe Board of Directors and Ingunn Hofseth, President & CEO at HSMAI Region Europe
A warm welcome to all attendees and brief introductions from all attendees.
13:30 – 13:40 PM
An outlook of the day

Moderator: Gemma Greenwood, Founder & Partner at Content Inc.

13:40 – 14:10 PM
Commercialisation of Sustainability: How Do We Achieve It?

Hoang Nguyen, Co-Owner at d2o
Hoang Nguyen, a seasoned practitioner with over 25 years of experience helping senior leaders drive technology-driven transformations that boost organizational efficiency and resource management.
Before joining d2o in 2013, Hoang served as a management consultant at IBM, PwC, and Accenture, where he developed a deep understanding of aligning technical initiatives with business objectives to deliver measurable value. Hoang recognizes the unique challenges hoteliers face – financial constraints, operational demands, and limited sustainability expertise – and firmly believes that eco-friendly practices must be both practical, profitable, and meaningful.
Tord Moe Laeskogen, Owner at Sundvolden Hotel
As one of Norway’s largest conference hotel owners, Tord is driven to enhance resource efficiency, reduce costs, and elevate guest experiences through adoption of affordable smart technology. His hands-on experience at Sundvolden reinforces the message of practical, profitable, and meaningful approach to commercialising sustainability. 14:25 – 14:55 PM
The Next Steps in Sustainability

Glenn Mandziuk, Chief Executive Officer at World Sustainable Hospitality Alliance
With over 25 years in sustainable tourism and economic development, Glenn leads the World Sustainable Hospitality Alliance, driving impactful, responsible practices across the industry. As Co-Chair of the SMI Hospitality and Tourism Taskforce, he champions sustainable growth, fostering positive change for communities and the planet.
14:55 – 15:15 PM
Break
15:15 – 16:00 PM
Table Talk: Identify threats and opportunities
Roundtable discussions to brainstorm key challenges and opportunities. Each table will have a discussion, followed by a 3-minute presentation from each group. The session will conclude with a 15-minute plenary discussion. Each group will appoint a lead to guide the conversation and present their findings.
16:00 – 16:10 PM
Let’s Vote: Top 3 focus areas
From the insights gathered during the discussions, participants will vote on the three key topics they would like to explore further in today’s Curate.
16:10 – 16:55 PM
Table Talk: Discuss the top 3 most voted burning issues
16:55 – 17:30 PM
Presentations and Next Steps
17:30- 18:30 PM
Networking and drinks
About HSMAI Europe:
HSMAI – Hospitality Sales and Marketing Association International – is a global organization founded in the US in 1927. HSMAI Region Europe is the European arm of the organisation. HSMAI Europe aims to be a key influencer, pioneer and the go-to industry resource for professional development, commercial strategies and sustainability in the hospitality, travel and tourism industry. Visit us at www.hsmai.eu
Fall Curate | Commercialisation of sustainability
📅 Date: Thursday, 7th November 2024
🕒 Time: 12:00 – 18:00
📍 Location: The Chesterfield Mayfair Hotel, 35 Charles Street, London, W1J 5EB
The Curate, an event designed exclusively for Organizational Member companies.
This is a chance for you to delve into the forefront of industry trends and issues, while networking and engaging in dynamic discussions with fellow executives.
The Fall Curate, set in the vibrant city of London, promises a valuable experience on Thursday, 7th November 2024. Organised in collaboration with the World Sustainable Hospitality Alliance, represented by their Chief Executive Officer – Glenn Mandziuk for this exclusive event, with a very important topic on the agenda; Commercialisation of Sustainability. Our moderator for the day will be Gemma Greenwood, Founder & Partner at Content Inc. This invitation-only gathering will bring together leaders who are passionate about sustainability and eager to explore innovative strategies for its commercialisation.
Target group: This event is tailored for senior leaders
We will abide by HSMAI’s Antitrust Policy, which will be shared with you as a reminder at the beginning of the session.
If you have been invited, please register here.

(By-invitation-only) Future of the HSMAI Europe Brand? - Exploratory Prototype Workshop
2024-11-08 10:00 - 18:00 (Europe/London) | The Chesterfield Mayfair Hotel, London, 35 Charles St, Mayfair, London, W1J 5EB, United Kingdom
📅 Date: Friday, 8th November 2024
🕒 Time: 09:00 – 17:00
📍 Location: The Chesterfield Mayfair Hotel, 35 Charles Street, London, W1J 5EB
Rebranding has been on our wish list for quite some time. This initiative originated in Europe and we are excited to take the first step in this global process.
On Friday, November 8th, we will be hosting “Future HSMAI Europe Brand? – Exploratory Prototype Workshop”. Running from 9 AM to 5 PM, this workshop will be a key session focused on shaping the future of the HSMAI Europe brand.
The workshop will be moderated by Monna Nordhagen and Kirsti Rogne from Mars Brand Strategy, who previously led a highly successful Branding Masterclass for our members.
Target group: By invitation only. The attendees will be a mix of representation from a diverse range of countries and brands as well as a diverse range of age groups.
We will abide by HSMAI’s Antitrust Policy, which will be shared with you as a reminder at the beginning of the session.
Please note that this is a by-invitation-only workshop for HSMAI Europe members, and all registrations will be pending approval. If you have been invited, you can register here. Interested to know more about HSMAI Europe?
Please reach out to us at postbox@hsmai.eu

HSMAI Europe Future of Sales UK
2024-11-14 12:00 - 17:30 (Europe/London) | The Cumberland Hotel, Great Cumberland Place, Marble Arch, London, United Kingdom
Future of Sales: Innovating Hospitality Sales
Empowering Professionals for the Future of Hospitality Sales
📅 Date: Thursday 14th November, 2024
🕒 Time: 12 PM – 5.30 PM, including lunch, drinks and networking
📍 Venue: The Cumberland Hotel, Great Cumberland Place, Marble Arch, London

Drive Better Results with Engaged Sales Teams!
As the hotel, event, and travel industries evolve at an unprecedented pace, businesses face constant pressure to adapt and thrive. Enter the HSMAI Future of Sales Conference in London, a premier event designed to equip sales professionals and leaders with the insights and skills needed to stay ahead in this rapidly changing landscape.
Taking place in London for the first time, this unique forum offers a platform for sales teams to not only learn from industry experts but also to connect, collaborate, and sharpen the strategies that will lead to better performance and lasting success. Don’t miss the opportunity to elevate your sales approach and drive impactful results. Sign up now to stay ahead!
The program for the day

Gemma Greenwood, Founder at Content Inc. will be guiding us through an afternoon of powerful insights and discussions, as our moderator. Kostas Ioannidis, Sales Director Global Sales Europe at IHG Hotels & Resorts and Chair of the HSMAI Europe Sales Advisory Board will open the conference with some key updates on HSMAI Europe activity and also the HSMAI Europe Sales Advisory topics that are being tackled this and next year. Mark Gallen, Sales Trainer & Coach at MG Sales Performance will open the main plenary sessions with his take on Sales digitalisation practices and tools like AI and Video. An interesting lens on the future landscape of how best sales in hospitality will need to interact with customers. Thibault Catala, Founder and Managing Director at Catala Consulting will ask the question: How Commercial do you think you are? Thibault will take us through the future of how best sales and revenue teams can optimise commercial success, by looking at best in class AI tools and the processes that top of the range commercial teams use in order to maximise results. Vineeth Purushothaman, Managing Director & Principal Consultant at White Sky Hospitality Pvt Ltd, will focus on the critical role of hotel distribution in today’s rapidly evolving travel landscape, and share with us how changing booking patterns, technological advancements, and shifting customer behaviours are reshaping the industry. Walk away with actionable insights to adapt your approach to hotel sales and distribution. Clare Francis, Category Travel Manager at Willis Towers Watson. An interview with Clare Francis. Please join us on this interview with a true veteran of Business Travel. The topics will capture Clare’s views on the future of business travel, the shape of supplier partnerships in relation to travel management and procurement as well as the role of evolving travel and procurement technology in the industry. The program is carefully put together by the HSMAI Sales Advisory Board, consisting of:

Kostas Ioannidis, Sales Advisory Board Chair and Sales Director, Global Sales Europe, at IHG Hotels & Resorts
Evert Schuele, Senior Vice President Commercial at Lindner Hotel Group
Anant Vithlani, Vice President Sales at Strawberry (formerly Nordic Choice Hotels)
Kerstin Gibert, Regional Director of Sales Germany at Premier Inn
Jostein Brustad, Vice President Sales at Thon Hotels
Jane Griffiths, Global Sales Director at Clermont Hotel Group
Annie Kristi Korsmo, Director of Sales at Nordic Hotels & Resorts
Lisa Schulz, Director, Transportation – Global Sales EMEA, Wyndham Hotels & Resorts
Virginie Rouault, Head of Strategic Accounts – Global Sales Team at citizenM

Who should attend?
The Future of Sales conference is tailored to hospitality sales leaders and their sales team, but is also suitable for any commercial leader in the hotel, event and hospitality industry.
Tickets
HSMAI members: 120 euro +VAT
Non members: 180 euro + VAT
Contact us at postbox@hsmai.eu for questions about group discount

Power Breakfast | Stockholm | November 2024
2024-11-15 08:00 - 11:00 (Europe/Amsterdam) | Radisson Blu Waterfront Hotel, Nils Ericsons Plan 4, Stockholm, 111 64, Sweden
How can hotels increase the revenue per guest during the guest journey? HSMAI Europe Power Breakfast in Stockholm 📅 Date: Friday 15th November, 2024
🕒 Time: 08:00 hrs – 11:00 hrs, including breakfast and networking
📍 Venue: Radisson Blu Waterfront Hotel This Power Breakfast is for hospitality professionals in Sweden eager to explore how to enhance revenue at every stage of the guest journey. From pre-arrival upselling to creating memorable experiences during the stay, and ensuring lasting impressions post-checkout, our event will equip you with actionable insights to boost your bottom line. The guest journey starts long before the hotel receives the booking. At the breakfast meeting, we will explore how a hotel can increase revenue per guest from the time it receives the booking. This is not just about theory—hear firsthand from industry-leading tech providers and their customers as they share success stories, challenges, and measurable results. Get the inside scoop on what works and how it can work for you.
Why Attend?

Gain actionable insights
Learn from real-life case studies directly from hotels and their partners.
Network with like-minded peers and expand your professional connections.
Enjoy a complimentary breakfast while diving into the latest trends and strategies in hotel revenue management.

So are you ready to unlock new strategies for boosting hotel revenue per guest? Sign up with the button below 👇
What’s on the Agenda?
How can hotels increase the revenue per guest during the guest journey?
Pre-Arrival: Discover how to turn booking confirmations into upselling opportunities with proven techniques and tools.
Alexandra Korotkova
Commercial Lead for Nordics, UK and Middle East at Oaky

With a passion for digital transformation and a proven track record in tech sales and GTM strategy, Alexandra has over 4 years of experience driving product optimisation and launching high-impact products. Known for securing key accounts and using data analysis to shape revenue forecasts, Alexandra brings a unique mix of strategic insight and practical expertise. When not focused on market trends, Alexandra is likely on the tennis court or exploring new destinations around the globe.

About Oaky
Oaky is a hotel upsell platform that enhances guest experiences while boosting hotel revenue. Oaky delivers relevant and personalized upsells through effective guest segmentation. With real-time optimization of room upgrades using dynamic pricing, Oaky ensures guests receive tailored offers that meet their needs. Additionally, the platform reduces manual work through automated upselling throughout the guest journey, seamlessly integrating with various property management systems (PMS) and other tools. This comprehensive approach empowers hotels to maximize revenue while delivering exceptional value to guests.
Arrival & Stay: Learn how to enhance the guest experience on arrival and throughout their stay, all while driving additional revenue.
Tony Barker
CEO and Majority Owner of Chicostay

Tony Barker has built a dynamic career in B2B marketing and management across industries like printing, travel, and payments. A natural entrepreneur, he transformed Paxport from a small team to a group of three companies with over 100 employees. With a recent acquisition of Chicostay, Tony’s mission is to help hotels thrive in the digital age. Originally from England, Tony now resides in Sweden with his family, enjoying hobbies like tennis, motorcycling, and walking his dog.

About Chicostay

Chicostay, founded in 2014, offers a hotel-branded app that simplifies online registration, check-ins, and checkouts, enhancing guest experiences and boosting hotel revenue through in-app upselling. By automating tasks and reducing queues, Chicostay lets hotel teams focus on hospitality.
With seamless PMS integration and availability across devices, guests can personalize their stay, make payments, and access services like spa treatments and upgrades. Chicostay handles everything from setup to optimization, providing a cashflow-friendly pricing model that aligns with the value delivered—maximizing both guest satisfaction and hotel efficiency.
Check-Out & Beyond: Find out how to create a seamless departure experience that leaves a lasting impression and generates return business.
Mathias Sabel
CEO of Loopon

Mathias Sabel is CEO of Loopon and a committed leader with a passion for guest experiences and technology. With extensive experience in the hotel and tech industry, Mathias is driven to help hotels create stronger customer relationships through innovative solutions. Under his leadership, Loopon has grown to become a key partner for hotels that want to improve their service and guest satisfaction. Mathias strives to develop technology that is both powerful and user-friendly, and his focus is always on creating real value for customers.

About Loopon

Loopon offers hotels a complete solution for collecting, analyzing and acting on guest feedback. Through smart tools and AI-driven analysis, we help hotels improve the guest experience, increase satisfaction and strengthen the relationship with their customers. With Loopon, hotels gain valuable insights and ability to quickly fix issues, create more engaged teams and deliver superior service – every time. So are you ready to unlock new strategies for boosting hotel revenue per guest? Sign up with the button below 👇 For questions, please contact us at postbox@hsmai.eu
Read more about how to become a member of HSMAI Europe here
Alexandra Korotkova
Commercial Lead for Nordics, UK and Middle East at Oaky

With a passion for digital transformation and a proven track record in tech sales and GTM strategy, Alexandra has over 4 years of experience driving product optimisation and launching high-impact products. Known for securing key accounts and using data analysis to shape revenue forecasts, Alexandra brings a unique mix of strategic insight and practical expertise. When not focused on market trends, Alexandra is likely on the tennis court or exploring new destinations around the globe.

About Oaky
Oaky is a hotel upsell platform that enhances guest experiences while boosting hotel revenue. Oaky delivers relevant and personalized upsells through effective guest segmentation. With real-time optimization of room upgrades using dynamic pricing, Oaky ensures guests receive tailored offers that meet their needs. Additionally, the platform reduces manual work through automated upselling throughout the guest journey, seamlessly integrating with various property management systems (PMS) and other tools. This comprehensive approach empowers hotels to maximize revenue while delivering exceptional value to guests.
Tony Barker
CEO and Majority Owner of Chicostay

Tony Barker has built a dynamic career in B2B marketing and management across industries like printing, travel, and payments. A natural entrepreneur, he transformed Paxport from a small team to a group of three companies with over 100 employees. With a recent acquisition of Chicostay, Tony’s mission is to help hotels thrive in the digital age. Originally from England, Tony now resides in Sweden with his family, enjoying hobbies like tennis, motorcycling, and walking his dog.

About Chicostay

Chicostay, founded in 2014, offers a hotel-branded app that simplifies online registration, check-ins, and checkouts, enhancing guest experiences and boosting hotel revenue through in-app upselling. By automating tasks and reducing queues, Chicostay lets hotel teams focus on hospitality.
With seamless PMS integration and availability across devices, guests can personalize their stay, make payments, and access services like spa treatments and upgrades. Chicostay handles everything from setup to optimization, providing a cashflow-friendly pricing model that aligns with the value delivered—maximizing both guest satisfaction and hotel efficiency.
Mathias Sabel
CEO of Loopon

Mathias Sabel is CEO of Loopon and a committed leader with a passion for guest experiences and technology. With extensive experience in the hotel and tech industry, Mathias is driven to help hotels create stronger customer relationships through innovative solutions. Under his leadership, Loopon has grown to become a key partner for hotels that want to improve their service and guest satisfaction. Mathias strives to develop technology that is both powerful and user-friendly, and his focus is always on creating real value for customers.

About Loopon

Loopon offers hotels a complete solution for collecting, analyzing and acting on guest feedback. Through smart tools and AI-driven analysis, we help hotels improve the guest experience, increase satisfaction and strengthen the relationship with their customers. With Loopon, hotels gain valuable insights and ability to quickly fix issues, create more engaged teams and deliver superior service – every time.

HSMAI Europe will exhibit at XENIA 2024
2024-11-23 10:00 - 2024-11-25 18:00 (Europe/Athens) | METROPOLITAN EXPO, Athens International Airport "El. Venizelos", ATHENS, Spata, 190 19, Greece

HSMAI Nederland - de reunie!
2024-11-28 17:00 - 20:00 (Europe/Amsterdam) | Movenpick Hotel Amsterdam, Piet Heinkade 11, Amsterdam, 1019 BR, Netherlands
HSMAI Nederland – de reunie! Wouter Olland has taken the initiative to host a reunion with former HSMAI members in the Netherlands. Some are now retired, others have moved on to different industries, and some are still active with HSMAI. Wouter suggested we also invite the new HSMAI members, and we agreed—so here we go! Get ready for an amazing evening dedicated to reconnecting with familiar faces, welcoming new friends, and celebrating the vibrant HSMAI community! We’re thrilled to announce the HSMAI Netherlands Reunion, a night where nostalgia meets new beginnings. Here’s your chance to catch up with old friends, make new connections, and relive the best moments of our shared journey. This is a private initiative so they are charging 45 Euro for drinks and snacks. 📅 Date: Thursday, November 28, 2024
🕒 Time: 5:00 PM – 8:00 PM
📍 Venue: Movenpick Hotel Amsterdam This special gathering is not just for current members but also for anyone who has been part of our journey—whether you’ve stepped away from the industry, become less active, or are a new member excited to connect. Marius Flåskjer will be joining representing the HSMAI Europe Team. If you know any past HSMAI members who would enjoy reuniting, feel free to share this invitation internally. Let’s come together for an evening of shared stories, connections, and community spirit! We look forward to seeing you there!

Connecting Future Leaders | London | December 2024
2024-12-03 18:00 - 20:00 (Europe/Amsterdam) | Kimpton Fitzroy London Hotel, 1-8 Russell Square, London, WC1B 5BE
Connecting Future Leaders | Christmas edition in London

The Evolution of Luxury: Redefining High-End Hospitality for New Generations
📅 Date: Tuesday, December 3, 2024
🕔 Time: 6:00 pm – 8:00 pm, followed by networking
📍 Venue: Kimpton Fitzroy Hotel, London Welcome to Connecting Future Leaders! This gathering is divided into two parts: first, an educational program, followed by a Christmas-themed networking session. Connecting Future Leaders (CFL) is a platform that brings together young leaders, talents, and others in the travel industry aged 35 and under to share experiences, build networks, and exchange professional insights. Delve into how the concept of luxury is shifting from traditional opulence to a more personalized, experience-driven approach. This session will explore how younger generations are redefining luxury, emphasizing authenticity and meaningful experiences.
We’re excited to announce that we’ll have representatives from the following companies as speakers:
Jenni Holman
Director of PR & Brand Communications
Mason Rose

Eleanor Beattie
Senior Manager, Luxury & Lifestyle brands
IHG
Learn how hotels and brands are adapting to meet these evolving expectations and what this means for career opportunities in the luxury sector.
Why It’s Relevant:
Luxury hospitality is undergoing significant change, presenting new opportunities for those eager to innovate and create impactful guest experiences. By understanding these trends, young leaders can better plan their career paths and anticipate future industry directions. Free participation. Register now to secure your spot! For questions, contact us at postbox@hsmai.eu

HSMAI Europe Future of Sales konferanse | Norway
2024-12-12 09:00 - 18:00 (Europe/Amsterdam)
Future of Sales: Innovating Hospitality Sales
Styrk salgsteamet for fremtidens utfordringer i hotell- og reiselivsbransjen
📅 Dato: Torsdag 12. desember, 2024
🕒 Tid: 09.00 – 18.00 inklusiv lunsj, networking og
📍 Sted: RADISSON BLU SCANDINAVIA HOTEL, OSLO
Få bedre resultater med et engasjert salgsteam!
Hotel-, event- og reiselivsbransjen utvikler seg raskere enn noen gang, og bedrifter står overfor konstant press for å tilpasse seg og lykkes. Velkommen til HSMAI Future of Sales konferanse i Oslo – en viktig konferanse for salgsprofesjonelle og ledere, hvor du kan få innsikt og verktøy som hjelper deg å holde deg i forkant av utviklingen.
Vi gjentar suksessen fra i fjor (Sales Leader Forum), og legger nok en gang til rette for at salgsledere og deres salgsteam får muligheten til å lære fra bransjeeksperter, bygge nettverk, samarbeide og utvikle strategier som kan føre til bedre resultater og varig suksess. Ikke gå glipp av sjansen til å løfte salgstilnærmingen din og oppnå målbare resultater. Meld deg på nå for å sikre deg en plass!
Les mer om konferansen og meld deg på her!

Connecting Future Leaders | Oslo | Desember 2024
2024-12-12 17:00 - 21:00 (Europe/Amsterdam) | Radisson Blu Scandinavia Oslo, Holbergs gate 30, Oslo, 0166, Norway
Connecting Future Leaders: Workshop og juleavslutning
Vi inviterer til workshop og julenetworking for Connecting Future Leaders 📅 Dato: Torsdag 12. desember 2024
🕒 Tid: 17:00 – 21:00
📍 Sted: Radisson Blu Scandinavia Hotel, Oslo Velkommen til årets siste Connecting Future Leaders-arrangement! Dette eventet er delt inn i to deler; først en interaktiv workshop, før vi avslutter med en julenetworking. Connecting Future Leaders (CFL) er et arrangement som samler unge ledere, talenter og andre i reiselivsbransjen på 35 år og under for å dele erfaringer, bygge nettverk og utveksle faglig innsikt.
Del 1: Workshop (17:00 – 19:00)
Deltakerne vil bli delt inn i grupper for å jobbe med oppgaver og idéer for neste års temaer og arrangementer. Workshopen ledes av medlemmer fra CFL-komiteen som inkluderer:

Hero Azeez, Administrerende Direktør, Hotel Christiania Teater
Simon Barman-Jenssen, Operations Manager, Clarion Hotel Oslo
Live Lorck, General Manager, Comfort Hotel Xpress Central Station
Hisham Mansour, Teamleader Meetings & Events, Radisson Hotel Group

Del 2: Julenetworking i Summit Bar (19:00 – 21:00)
Kvelden avsluttes i Summit Bar, 21. etasje, med nydelig utsikt over Oslo og Oslofjorden. Nyt gløgg, DJ-musikk og god stemning for å markere slutten på et spennende år. Gratis deltagelse for HSMAI-medlemmer. Registrer deg nå for å sikre din plass! For spørsmål, kontakt oss på postbox@hsmai.eu

Senior Talent Executive Roundtable (By-Invitation-Only)
2025-01-15 09:00 - 12:00 (Europe/London) | The Savoy Hotel, 2 Savoy Ct, Strand, London, WC2R 0EZ, United Kingdom
Senior Talent Executive Roundtable

By-Invitation-Only
📅 Wednesday, January 15th, 2025
📍 The Savoy Hotel, London
🕘 9:00 AM – 12:00 PM
Join HSMAI Europe for an exclusive roundtable designed for senior Talent executives.
The Senior Talent Executive Roundtable will focus on shaping the future of talent within the hospitality industry. This interactive session brings together leaders with different backgrounds to explore innovative strategies for attracting and retaining top talent, inspiring the next generation, and leveraging tools like AI to enhance recruitment and development. With a spotlight on initiatives such as the HSMAI Europe Future You and Commercial Career Start Program, this roundtable is a platform to share insights, foster collaboration, and create actionable solutions for the industry’s evolving challenges.
The roundtable discussion will be led by Michael Wierling, Director of HR for Northern Europe at IHG Hotels & Resorts and Chair of the HSMAI Europe People & Culture Advisory Board.

More about the Commercial Career Start Program here.
More about the Future You here.

What to Expect
HSMAI Executive Roundtables are networks of like-minded senior leaders that meet face-to-face and virtually. They are a unique opportunity for executives to have meaningful dialogue in a confidential environment.
📌*Please note that all registrations will be pending approval.

Designing Leverage of MICE Potential in the Business Mix (By-Invitation-Only Workshop)
2025-01-15 09:00 - 12:00 (Europe/London) | The Savoy Hotel, 2 Savoy Ct, Strand, London, WC2R 0EZ, United Kingdom
Designing Leverage of MICE Potential in the Business Mix

By-Invitation-Only Workshop

Workshop Details

Date & Time: Wednesday, January 15, 2025, from 9 AM to 12 PM, with registration starting at 8:30 AM
Location: The Savoy Hotel, London
Moderators: Mark Struik and Thijs Peters, Partners at Conventus Consultants
The timing of the workshop “Designing leverage of MICE potential in the business mix” is set to be part of the HSMAI Europe Commercial Strategy Week, taking place in London from the 15th – 17th of January 2025, where many of the industry C-level and Directors will be present. Below you will see the structure for the workshop, aimed at gathering expert input to inform a potential year-round HSMAI Europe MICE program including training both on a national and regional level.
As HSMAI Europe expands and our members would like to increasingly prioritise MICE, we are dedicated to enhancing our focus on this both locally and regionally. We kindly asked you to identify who from your senior team we should invite to join us for this important workshop by sending us an email at postbox@hsmai.eu.
Key Objective
To identify opportunities for a year-round MICE program for HSMAI Europe (local and regional).
We’ll be examining this from multiple perspectives, including MICE marketing & sales, the RFP process, distribution networks, yield management, sustainability, training, and data analysis.
Included in the discussion will be the terminology. Is MICE the correct program name or should we look at alternatives?
Deliverables

Advice MICE program

Clear picture of how the market stakeholders perceives a MICE program and its needs 🡪 present back to the HSMAI Europe Board of Directors in the afternoon on the same day.

AGENDA
Phase 1: Introduction and Objectives (30 minutes)

Welcome and Objective Setting
We briefly introduce the workshop’s purpose: identify the possibility of a MICE program within HSMAI Europe to meet the needs of the MICE market and strengthen HSMAI’s overall offerings that will also include training.

Icebreaker: Speed Brainstorming
Participants brainstorm in pairs, focusing on the question: What are the biggest challenges in the MICE market from a hotel perspective? – Post-it up canvas

Share Key Insights
Share their top insights to establish a shared understanding of current industry challenges.

Phase 2: Defining the Core of the MICE Program (90 minutes)

Context Mapping
Participants will be divided into small teams. Each team will create a context map, identifying the key elements impacting the performance of MICE teams within the hotel industry. Here the perspectives MICE marketing & sales, the RFP process, distribution networks, yield management, sustainability, training, and data analysis are the starting points – Context map Canvas
Dot Voting for High-Impact Elements
Participants vote on the elements they feel have the most impact on MICE team performance. – Dot voting
Hot Air Balloon Exercise
The Hot Air Balloon method; teams will visualise what will help the MICE program “take off” (positive forces and opportunities) and what may hold it back (challenges and barriers). This will provide a clear overview of essential and limiting factors for the program. – Hot air balloon canvas

Phase 3: Developing Actionable Structure and Vision (60 minutes)

Cover Story
Participants in teams have to imagine that the newly launched MICE program has become a huge success, leading to a cover story in a major industry publication. Each team will develop this cover story, describing what the MICE program provides, how it looks, and what impact it has achieved. – Cover Story canvas
Final Sprint: Roadmap Development
Each team outlines a roadmap for implementing the key components of their MICE program proposal. Use dot voting to identify the top priorities and most actionable next steps.

Conclusion (10 minutes)

Wrap-Up and Next Steps
Summarise the key insights from the workshop. Discuss takeaways to present to the HSMAI Europe Board of Directors.

We kindly ask you to identify the senior team members you would like us to invite to this important workshop and to share their details at postbox@hsmai.eu.

CRME Review Course in London
2025-01-15 10:00 - 16:00 (Europe/London) | London, United Kingdom
Come to London and leave with your Global HSMAI certification!
Ready to be recognized and certified for your expertise in Sales or Revenue Management? Join the CRME Review Course this January in London, and take a major step toward HSMAI Global certification!
HSMAI certifications are important because the more you know — and the more you can demonstrate what you know — the better ROI you can provide to your company, the more you can improve its bottom line, and the better you can position your career.
When is the Review Course?
Day: Wednesday, 15th January 2025
Time: 10 AM – 3 PM (local time) followed by global exam 3 PM – 4 PM (optional)
Venue: London, location to be announced
Read more and sign up here

HSMAI Europe Board of Directors Meeting (Internal)
2025-01-15 12:30 - 14:30 (Europe/London) | The Savoy Hotel, 2 Savoy Ct, Strand, London, WC2R 0EZ, United Kingdom
HSMAI Europe Board of Directors Meeting

Internal
📅 Wednesday, January 15th, 2025
📍 The Savoy Hotel, London
🕘 12:30 PM – 2:30 PM

Leadership Day (Internal, By-Invitation-Only)
2025-01-15 15:00 - 20:00 (Europe/London) | The Savoy Hotel, 2 Savoy Ct, Strand, London, WC2R 0EZ, United Kingdom
Leadership Day (Internal) 📅 Wednesday, January 15th, 2025
📍 The Savoy Hotel, London
🕘 3:00 PM – 8:00 PM, including a working dinner
The HSMAI Europe Leadership Day 2025, an invitation-only event, will take place at the conference venue. For this gathering we invite HSMAI Europe Advisory Board members, Rising Leaders Council, Board of Directors members, Student Council and special supporters and sponsors of the region.

Commercial Strategy Conference & HSMAI Awards Europe | London
2025-01-16 | The Savoy Hotel, 2 Savoy Ct, Strand, London, WC2R 0EZ, United Kingdom
Join Us at the HSMAI Europe Commercial Strategy Conference and HSMAI Awards Europe in London! 📅 Thursday, January 16th, 2025
📍 The Savoy Hotel, London, UK
🕘 Conference: 8:00 AM – 5:00 PM
🕘 Awards: 6:30 PM – 11:00 PM HSMAI Europe’s Commercial Strategy Conference: Where Insights Drive Hospitality Forward! – the evolution of HSMAI ROC – reflects the development of marketing, revenue optimization, sales, and other commercial functions into new and evolving commercial strategy organisations inside many hotel companies.
The conference — and pre- and post-conference certifications, leadership day, training and roundtables — will equip commercial professionals and leaders with the skills, knowledge, and strategic vision necessary to navigate the ever-evolving landscape of hotel commercial strategy while driving profit throughout the customer journey.
The HSMAI Europe Commercial Strategy Conference and the HSMAI Awards Europe will be held at The Savoy Hotel in London. Contact Us:
For group rates, sponsorship and further inquiries, please email us at postbox@hsmai.eu.
Don’t miss this unique opportunity to connect, learn, and lead in the evolving landscape of commercial strategy. Be part of an inspiring experience in London this January!

Senior Revenue & Commercial Executive Roundtable
2025-01-17 09:00 - 12:00 (Europe/London) | The Savoy Hotel, 2 Savoy Ct, Strand, London, WC2R 0EZ, United Kingdom
The Future of MICE Data

By-Invitation-Only
📅 Friday, January 17th, 2025
📍 The Savoy Hotel, London
🕘 9:00 AM – 12:00 PM
Join HSMAI Europe for an exclusive roundtable designed for senior Revenue and Commercial executives.
The rapidly evolving MICE landscape presents unique challenges for hotels and hotel chains, including total account management, total revenue optimization, and the IT infrastructure supporting these systems. This session offers a collaborative space to discuss these challenges, uncover new opportunities, and explore how the industry can work towards establishing common standards for MICE data and systems.
This by-invitation-only roundtable will also delve into the topic of Creating a MICE market data culture.

What to Expect
HSMAI Executive Roundtables are networks of like-minded senior leaders that meet face-to-face and virtually. They are a unique opportunity for executive-level peer groups to have meaningful dialogue in a confidential environment.
We will start with 2 speakers that will set the starting points of the discussion.
Moderator
Shumi Khan
Global SVP Business Performance & Revenue Management at Accor Hotels and Chair of the HSMAI Europe Revenue Optimization Advisory Board

Leo Barrit
VP Sales, Hospitality
at FLYR

Katie Moro
Vice President, Data Partnerships
at Amadeus Hospitality
Special offer: We recommend the attendees to join the HSMAI Europe Commercial Strategy Conference on Thursday, January 16th at the Savoy Hotel in London. As part of the collaboration HSMAI Europe offers hoteliers attending the roundtable, the Early Bird member rate for the conference (expires on December 18th but please kindly reach out to us at postbox@hsmai.eu and we will provide a special code for your conference registration).
This executive roundtable is sponsored by Amadeus and Flyr.

We will abide by HSMAI´s Antitrust Policy, which we will share with you as a reminder at the beginning of the session.
📌*Please note that all registrations will be pending approval.

Senior Distribution Executive Roundtable (By-Invitation-Only)
2025-01-17 09:00 - 12:00 (Europe/London) | The Savoy Hotel, 2 Savoy Ct, Strand, London, WC2R 0EZ, United Kingdom
The impact of the Digital Markets Act (DMA) in the Hospitality industry
📅 Friday, January 17th, 2025
📍 The Savoy Hotel, London
🕘 9:00 AM – 12:00 PM
Join HSMAI Europe for an exclusive roundtable designed for senior distribution executives.
As HSMAI Europe expands and our members would like to increasingly prioritise Distribution, we are dedicated to specifically enhancing our focus on Parity and Regulation. This roundtable is done in conjunction and coordinated by the International Hospitality Pricing Innovation series (IHPI). We will start with 4 speakers that will set the critical starting points of the discussion: European Commission, Distribution Pricing Parity data, Distribution Market Share data, and Hotel Group point-of-view.

MODERATOR
Juli Jones
Senior Vice President at HSMAI

Andrea Mantovani
Economic theory Researcher at European Digital Markets Act (DMA)

Javier Delgado
CEO EMEA at Mirai

Pau Ferret
Co-Founder & CRO at 123COMPARE.ME

Orazio Lambiase
Senior Director, Distribution, EMEA at Marriott International
Special offer: We recommend the attendees to join the HSMAI Europe Commercial Strategy Conference on Thursday, January 16th at the Savoy Hotel in London. As part of the collaboration HSMAI Europe offers hoteliers attending the roundtable, the Early Bird member rate for the conference (expires on December 18th but please kindly reach out to us at postbox@hsmai.eu and we will provide a special code for your conference registration).
What to Expect from the roundtable on Friday
HSMAI Executive Roundtables are networks of like-minded senior leaders that meet face-to-face and virtually. They are a unique opportunity for executive-level peer groups to have meaningful dialogue in a confidential environment.
We will abide by HSMAI´s Antitrust Policy, which we will share with you as a reminder at the beginning of the session.
📌*Please note that all registrations will be pending approval.

Power-Up | Oslo | February 2025
2025-02-13 15:00 - 17:00 (Europe/Amsterdam) | Louise Restaurant & Bar, Stranden 3, Oslo, 0250, Norway
HSMAI Europe Power-Up: SoMe and influencers – The New Era of Reaching Customers

📅 Date: Thursday, 13th February
⏰ Time: 15:00 – 17:00 (followed by networking & drinks)
📍 Location: Louise Restaurant & Bar, Aker Brygge, Oslo

Join HSMAI Europe Power-Up to explore how social media and influencers are transforming the way we reach customers through visual communication and personalized experiences. Gain valuable insights into the latest trends and opportunities, and connect with peers in this exciting era of marketing! To help us address this topic, HSMAI Europe has invited Margrethe Wam Solvang, Managing Director at Dentsu Creative and Kathrine Hovden, Senior Project Manager at Dentsu Creative to join us.
Margrethe Wam Solvang is currently the Managing Director of Dentsu Creative Norway, with a strong background in digital strategy and media. She spent nearly a decade at Google, holding key roles in industry management and agency relations, shaping digital transformation and media partnerships. With extensive leadership experience across creative and commercial industries, she is a sought-after speaker on innovation and strategy.

Kathrine Hovden is an experienced project manager and media strategist with a diverse background in advertising, media, and talent management. She has held key roles at Atyp, Nord DDB, and Egmont Publishing, where she developed award-winning commercial concepts. Kathrine also founded and led KBH Management, overseeing high-profile talents and large-scale productions. With her expertise in branding, sponsorships, and creative strategy, she is a valuable voice in the industry.
We are also thrilled to welcome Simon Barman-Jenssen, General Manager at Clarion Hotel Oslo, who will share the incredible success story behind Shutter Bar. Through a smart and strategic use of social media—particularly TikTok and Instagram—they have transformed from having almost no guests to a buzzing hotspot. Simon will give us an exclusive insight into how they leveraged digital platforms to create engagement and drive foot traffic, and most importantly, what others can learn from their impressive journey. This is an inspiring talk you won’t want to miss!
This is a great opportunity to learn, discuss, and build valuable networks with industry colleagues. After the program, we invite you to join us for an informal networking session with a drink in hand – the perfect occasion to make new connections!

ECC – Excelling at Customer Centricity – an HSMAI Certification Program | Session 1
2025-02-17 14:00 - 16:30 (Europe/Oslo) | Virtual
ECC – Excelling at Customer Centricity – an HSMAI Certification Program
🔑 Unlock the power of customer-centric leadership! With HSMAI Region Europe’s Excelling at Customer Centricity programme, your team identifies and implement processes to close gaps that stop them from excelling, consistently, when in direct contact with your guests. Actions are proposed with clear ECC measurements to add value through your internal culture and communication planning, the inclusion of key stakeholders, employee engagement and service recovery methods.
Why?

To improve measurements and reviews, strengthen repurchase, enhance reputation and increase return on investment.
📅 Dates:

Monday, February 17, 2025
Friday, February 21, 2025
Monday, February 24, 2025

🕒 Time: 2:00 PM – 4:30 PM CET
Each session is 2.5 hours.
Format: Virtual Who Should Attend? This program is designed for property leaders and professionals eager to coach their teams toward delivering exceptional service. The ECC certification is designed for those ready to champion customer-centric strategies and drive meaningful change across teams within their hotel or organization. We recommend participating with at least two leaders from your hotel or organization to maximise the program’s benefits and achieve the best outcomes. ECC is the perfect program to empower your team to deliver exceptional guest experiences. Don’t miss this chance to help your teams thrive. This program is developed by Mia Touzin and owned by HSMAI Region Europe. Meet The Coach The sessions will be led by Gil Mulders, Founder of The Talent Network. He works with a range of clients with their development and delivery of learning interventions that focus on customer centric leadership, brand development and customer experience. Before joining InterContinental Hotels Group (IHG) at the corporate level, Gil gained extensive experience on a property level, holding key roles in renowned hotel brands such as Hilton and Crowne Plaza.
Gil also served as Chair of the HSMAI Europe People & Culture Advisory Board, and later as a member of the advisory board, contributing his expertise to advancing leadership and culture within the hospitality industry. Pricing HSMAI Europe Members: 95 Euro (ex. VAT), per person
Non-Members: 195 Euro (ex. VAT), per person Sessions Overview 1️⃣ Session One (2.5 hours): Introduction to the ECC Programme & Stakeholder Management

What’s the programme – role of the Executive Coach and expectations.
Why Customer Centricity
How to prioritize & manage stakeholders interest

2️⃣ Session Two (2.5 hours): Designing Instagrammable Experience, Measurement & Culture

How to prepare to excel at designing key experience
How we measure progress
How we prepare to excel at creating a supportive culture

3️⃣ Session Three (2.5 hours): Communication & Service Recovery

How do we excel at communication
How do we excel at service recovery
Next Steps

📌 Note: Tools and best practices will be shared after each session and there will be an opportunity to implement some of the quick wins in between the sessions.
