Agenda
8:00AM TO 9:00AM
Welcome Oasis: Registration, Breakfast, and Networking
Begin the day with registration, a delicious breakfast, and the opportunity to meet industry professionals, sponsors, and exhibitors from the hotel sector. Establish connections that will set the foundation for a productive day.
9:00AM TO 9:15AM
Opening Address
Charles Thomas, Founder, HOTEL GUEST EXPERIENCE FORUM & REDD MEDIA
9:15AM TO 9:50AM
Keynote Panel: Shaping the Future of Hotel Guest Experiences – Innovation and Evolution
This panel brings together leading voices from the hotel industry to explore how innovation and evolving market trends are redefining the guest experience. From shifting guest expectations to cutting-edge technologies and regional influences, the discussion will uncover transformative strategies that are shaping the future of hospitality. Attendees will gain actionable insights and real-world examples to inspire innovation in their own operations.
Moderator
Jamie Cole, Managing Director, DIGITAL SERVICE WORKS
Panellists
Anna Abou Assaf, Global Director of Rooms and Guest Experience, KERZNER INTERNATIONAL
Laurent A. Voivenel, SVP – Operations and Development, EMAI | SVP – Group Human Resources and Talent Development, SWISS-BELHOTEL INTERNATIONAL
Siegfried Nierhaus, Vice President and Head of Development, H WORLD INTERNATIONAL
Tariq Valani, Industry Expert
9:50AM TO 10:20AM
Case Studies by Hoteliers and Industry Leaders:
Addressing Current Trends and Challenges shaping the future of Hotel Guest Experience
Case Study 1: Crafting Memorable Guest Journeys through Recreation and Spa Excellence
Join Mirza Ibracevic to explore how Le Meridien Dubai Hotel + Conference Centre creates unforgettable guest experiences through innovative recreation and spa programs. Learn strategies to boost engagement and loyalty through tailored wellness offerings.
Mirza Ibracevic, Complex Director of Recreation & Spa, LE MERIDIEN DUBAI HOTEL + CONFERENCE CENTRE
Case Study 2: Elevating the F&B Guest Journey from Pre-Arrival to Post-Departure
Discover how George Ion Iacob transforms the F&B experience at Pyramisa Hotels Dubai by integrating dining into every stage of the guest journey, from pre-arrival planning to post-departure engagement, to boost revenue, satisfaction and loyalty.
George Ion Iacob, General Manager, PYRAMISA HOTELS DUBAI
Case Study 3: Marketing Hotels to Modern Travellers – The Art of Storytelling
Discover how George Ion Iacob transforms the F&B experience at Pyramisa Hotels Dubai by integrating dining into every stage of the guest journey, from pre-arrival planning to post-departure engagement, to boost revenue, satisfaction and loyalty.
Networking Slot - Book your 1-2-1 meetings through our app
10:25AM TO 10:40AM - 1-2-1 Meeting Slot 1
10:45AM TO 11:00AM - 1-2-1 Meeting Slot 2
• This networking session provides a unique opportunity for hoteliers and sponsors to collaborate on shaping the future of guest experiences. Use our event app to schedule personalised 1-2-1 meetings to discuss innovative strategies, share insights, and explore solutions that enhance the guest journey.
• The meeting scheduling feature will go live 3 weeks before the event. Please ensure you download the app, complete your profile, and plan your meetings in advance to make the most of this valuable networking opportunity.
• The App is only available for registered attendees.
11:00AM TO 11:20AM
Morning Coffee Break: Connecting Over Conversations
Recharge with a coffee break and explore exhibitor solutions designed to enhance hotel operations and elevate guest satisfaction.
11:20AM TO 11:35AM
Innovation Spotlight Presentation: Creating Seamless Guest Journeys – Revenue Beyond The Room
As guest expectations evolve, hotels are encouraged to adopt a holistic approach to deliver seamless journeys while maximising revenue opportunities.
In this Innovation Spotlight Session, Niraj Nadkarni, General Manager – MENA, Agilysys will explore how creating frictionless, guest-centric experiences can unlock Revenue Beyond The Room.
From innovative technologies to operational strategies, this session will demonstrate how hotels can enhance their offerings, personalise guest interactions, and boost profitability.
A real-world case study will showcase actionable insights and measurable results, offering inspiration for hoteliers to implement in their own operations.
Niraj Nadkarni, General Manager – MENA, AGILYSYS
11:35AM TO 12:05PM
Panel Discussion: Cross-Departmental Collaboration – Building the Ultimate Guest Experience
Hear from industry experts representing operations, IT, marketing, revenue management, wellness and F&B as they discuss strategies for breaking silos and fostering collaboration to deliver outstanding guest experiences.
Moderator
Custódio Barreiros, Founder & CEO, EIP MGT
Panellists
Stephanie Chu, Executive Director Design and Technical Services, ACCOR
Patrick Antaki, Vice President Operations Middle East, Asia & CIS, VALOR HOSPITALITY
Julio Rafael, Director of Marketing and Communications, JANNAH HOTELS & RESORTS
Nuran Kilani, Group Director of Commercial, LAZURE HOSPITALITY by TABUK INVESTMENT & TOURISM
Networking Slot - Book your 1-2-1 meetings through our app
12:10PM TO 12:25PM - 1-2-1 Meeting Slot 3
12:30PM TO 12:45PM - 1-2-1 Meeting Slot 4
12:45PM TO 1:35PM
Lunch and Networking
Enjoy a diverse culinary experience while connecting with peers, sponsors, and exhibitors in a relaxed setting.
1:40PM TO 2:00PM
Innovation Spotlight: Elevating the In-Room Guest Journey with Media One Hotel & Hoteza
This engaging session brings together Mahmood Ahmed, Chief Technology Officer at Media One Hotel and Nikolay Beloshitsky, CEO of Hoteza to showcase how cutting-edge in-room technologies are transforming the guest experience.
Discover how Hoteza’s Guest Journey Platform, integrated with Roomio (room.io) – a GRMS specialist – is enabling hotels to deliver intuitive, sustainable, and guest-centric in-room experiences.
The session also features a real-world case study from Media One Hotel, highlighting measurable success including a 30% increase in in-room dining revenue, 95% guest satisfaction, and significantly streamlined operations.
This spotlight offers actionable insights for hoteliers seeking to align innovation with the region’s vision for smart, sustainable luxury hospitality.
Mahmood Ahmed, Chief Technology Officer, MEDIA ONE HOTEL
Nikolay Beloshitsky, CEO, HOTEZA
2:00PM TO 2:25PM
Panel Discussion: What Do Guests Really Want? Understanding Evolving Expectations
• This panel brings together industry experts to explore the ever-changing expectations of modern hotel guests. Panellists will share insights and case studies on how hoteliers can adapt to trends such as personalisation and seamless digital experiences. The discussion will address key questions, including:
- • What do guests value most in their hotel experience today?
- • How can hotels balance technology and the human touch to exceed expectations?
- • What innovations are reshaping the guest journey?
Moderator
Jamie Cole, Managing Director, DIGITAL SERVICE WORKS
Panellists
Rebecca-Morgan-Ransom, Head of Customer Success & Brand, PREMIER INN HOTELS
Tal Shefer, VP Brand Operations EMEA, HILTON
Samer Khalil, Cluster Director of Sales & Marketing, CARLTON HOTELS & SUITES
Networking Slot - Book your 1-2-1 meetings through our app
2:30PM TO 2:45PM - 1-2-1 Meeting Slot 5
2:50PM TO 3:05PM - 1-2-1 Meeting Slot 6
3:10PM TO 3:25PM - 1-2-1 Meeting Slot 7
3:30PM TO 3:45PM - 1-2-1 Meeting Slot 8
Book 1-2-1 meetings through our app 3 weeks prior
3:45PM TO 4:05PM
Afternoon Coffee and Networking
• Recharge during the afternoon coffee break and connect with fellow attendees, peers, and suppliers. Use this time to explore tailored strategies and experience cutting-edge technology in action, designed to enhance your guest experience and streamline hotel operations.
4:05PM TO 4:20PM
Innovation Spotlight Presentation: Personalised and Seamless, The Future of Guest Experience Through Technology
In today’s competitive hospitality landscape, guests expect more than just service – they expect relevance, efficiency, and memorable, tailored experiences. This session explores how technology is transforming guest engagement from pre-arrival to post-stay. Discover how data-driven personalisation, mobile-first interactions, automation, and integrated platforms empower hotels – from boutique to global brands – to deliver seamless, end-to-end guest journeys that exceed expectations.
Arup Banik, Country Head – India & Middle East, SHIJI
4:20PM TO 4:55PM
Panel Discussion: Guest Loyalty Redefined – Strategies for Revenue and Satisfaction
• This panel will highlight the critical role revenue management plays in driving profitability while ensuring guest satisfaction. Panellists will share case studies and insights into:
- • Balancing dynamic pricing strategies with guest value perception.
- • Utilising data analytics to optimise room revenue and ancillary sales.
- • Encouraging direct bookings through targeted pricing, loyalty programmes, and personalised offers to maximise margins and build stronger guest relationships.
Moderator
Jamie Cole, Managing Director, DIGITAL SERVICE WORKS
Panellists
Jerwin Ebora, Head of Hotel Performance & Quality, ISHRAQ HOSPITALITY
Rutu Motihar, Director Of Ecommerce & Distribution, JAZ HOTEL GROUP
Ashish Sharma, Director of Revenue & Distribution, HMH – HOSPITALITY MANAGEMENT HOLDING
Joyshree Chatterjee, Cluster Director of Revenue, DAMAC HOTELS & RESORTS
Kapil Dhall, Complex Director of Revenue, ROTANA HOTEL MANAGEMENT CORPORATION PJSC
5:00PM TO 5:15PM
Marketing Hotels to Modern Travellers – The Art of Storytelling
Discover how hotels are leveraging storytelling, personalisation, and digital campaigns to engage with experience-driven travellers. Learn from marketing leaders about crafting campaigns that turn inspiration into bookings.
5:00PM TO 5:30PM
Closing Panel: Hotels 2030 – Future Trends in Hotel Operations and Guest Expectations
This forward-looking session will bring together general managers, operations leaders, and guest experience experts to discuss the innovations and trends that will shape the future of the hotel sector.
Moderator
Custódio Barreiros, Founder & CEO, EIP MGT
Panellists
Ilavarasi Raja, Cluster Hotel Manager, SIGNATURE GROUP OF HOTELS
Antonio Mangeruga, Global Director of Finance, Operations and Cost Management, KEMPINSKI HOTELS S.A.
Catalina Susan, General Manager, MARRIOTT HOTEL AL FORSAN ABU DHABI
Qasim Sharif, Director of Finance EMEA, WYNDHAM HOTELS & RESORTS