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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. One of 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.

We will end this productive day by handing out the HSMAI & Customer Alliance Guest Experience Award in co-operation with the German company Customer Alliance. The award is based on customer satisfaction data and reviews from different portals, such as TripAdvisor, booking.com, Hotels.com, Google, Facebook and more.




08:30–09:00 Registration, coffee and networking
09:00- 09:10 Welcome

By Sylvia Kolk, Project Manager, HSMAI Region Europe

The moderator for the day will be Carl Weldon, COO Europe,  The Hospitality Financial & Technology Professionals (HFTP)
09:10–09:45 Scandic Hotels' president & CEO Frank Fiskers.|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.

09:45–10:10 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 Gino Engels CCO and Co-Founder, OTA Insight

Including Q & A

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.

11:00–11:20 Coffee break and networking
What Every Company Can Learn from Google’s Company Culture

By Edward Lines, Industry Manager, Google

11:40-12:10 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’.

12:10–13:10 Lunch and networking

Learn more about how London is promoting the city for events and corporate buyers

By Tracy Halliwell – Director of Tourism, Conventions & Major events, London & Partners

13:30–14:30 The changing skills and competences of future commercial leaders

By David Sparrow, Managing Director, DS Sales Solutions and member of HSMAI Region Europe Sales Advisory Board

The HSMAI Day UK will continue the debate from the HSMAI Region Europe Leadership Day about how both the customers and sales channels are changing and that it requires different competence of future executives and employees. It also requires a completely different interaction across disciplines and that we work less in “silos” within key areas that HSMAI has its focus:

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

After the presentation there will be a discussion and you will meet the following:

Jonathan Raggett, Managing Director,  Red Carnation Hotels


Mia Touzin Leffler, Education Adviser,  HSMAI Region Europe
Frank Wolfe, CEO, HFTP
Warren Mandelbaum, Director of Sales UK&I, IDeaS
14:30-14:50  Coffee break and networking
14:50-15:40  Roundtable discussions
Concurrent sessions held by specialists in their respective fields.
Two sessions x 25 minutes
1. Building a revenue management culture – or managing a revenue building culture?

For a hotel to deliver a revenue management strategy requires coordinated activity across a number of departments and roles. Common wisdom supports the need to build a revenue management culture in the organisation, but delivery of the strategy is often undermined by the differing departmental expectations and conflicts.

Is this a bad thing? How can the lack of status quo be turned to your advantage?

Michael Talbot, Sales Director Infor Hospitality UKI

2. How to fine-tune Revenue Management Strategy to impact reputation, repeat business & results

In today’s typical hotel IT eco-system, a seemingly endless quantity of accessible demand and market intelligence data is now available to help commercial hotel teams deploy more informed and effective strategies. It’s also helping foster an environment of clarity for hoteliers, bridging the gap between marketing ROI and sales retention efforts, ideally leading to more coherent business strategy.

How can revenue management take a lead in harnessing all this data, to not just assemble and coordinate it all amongst cross-functional departments, but to fully optimise it in the decision-making process?

Neil Corr, Head of Advisory services EMEA, IDeaS


(one session)

3. Company culture + Guest experience = Winners of tomorrow

To make a difference to the value of your brand: 50% of consumer product investments are being redirected towards customer experience innovations.

Could our ‘touch points’ work harder to create more ‘above and beyond’ experiences?

How ready are we to make AND deliver service pledges to our guests?

This is what HSMAI’s Region Europe’s Service Pledge initiative is about- join the session on how to engage teams in strengthening the value of your brand.

Mia Touzin Leffler Education Adviser, HSMAI Region Europe

15:40–16:25 Plenary exchange of experience/on-stage reflections. Energy, motivation, music.

We will end this productive day by handing out the HSMAI & Customer Alliance Guest Experience Award in co-operation with the German company Customer Alliance. The award is based on customer satisfaction data and reviews from different portals, such as TripAdvisor, booking.com, Hotels.com, Google, Facebook and more.

16:25 Drinks and networking
September 14 2018


Date: 14-9-2018
Time: 8:30 am - 5:00 pm
Event Categories: , , , , , , , ,
Website: Visit Event Website


the Chesterfield Mayfair Hotel, London

35 Charles St, Mayfair
London, W1J 5EB United Kingdom

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HSMAI Region Europe