2 Oct 2024

The Waldorf Hilton, London

Redefining Experiences through Digital Dynamics

2 Oct’24

The Waldorf Hilton, London

Agenda

Registration, Arrival Breakfast, and Networking

Kickstart your day with registration, a welcome breakfast, and the chance to network with fellow attendees, sponsors, and exhibitors. Build meaningful connections before the main sessions commence.

Welcome Address

Kevin Hollinrake MP, Shadow Secretary of State for Business and Trade and Ex Minister of Hospitality will a give visionary speech, setting the tone for the day and the future exploring how digital dynamics can reshape guest experiences and the future of hotel sector.

Kevin Hollinrake, Shadow Secretary of State for Business and Trade

DEPARTMENT FOR BUSINESS AND TRADE

Keynote - Navigating the Horizon: Unveiling the Future of Guest Experience and the Hotel Industry

Step into the future of Guest Experience and the Hotel industry with our Keynote Presentation. This Presentation is led by seasoned Hotelier Eva Klausner, Director of Guest Experience at Numa who has mastered the art of Guest Experience. Eva will share her experiences and highlight the emerging trends that are reshaping the hotel sector. Gear up for an insightful exploration into the future of the Guest Experience and Hotel Industry at the forefront of the Hotel Guest Experience Forum.

Eva Klausner, Director of Guest Experience

NUMA

Introduction to Robot KettyBot Pro & CC1: Transforming the Hotel Sector

Josh Olsson, Head of Robotics

SOLSTICE ROBOTICS

Power Panel – Enhancing Operational Efficiency through Technology

• Industry leaders share insights into leveraging technology to streamline operations and enhance guest experiences, from check-in processes to housekeeping management, and extending to food and beverage services.

• The discussion will cover the integration of smart technologies, data analytics, and AI to improve operational efficiency across various departments, including F&B operations, check-in processes, housekeeping management, and payment systems.

Scot Turner, Founder & Managing Director

AUDEN HOSPITALITY

Mark Gallagher MIH, Area General Manager UK

DORSETT HOSPITALITY INTERNATIONAL

Emily Coubrough MIH, Director of Front of House

ROSEWOOD HOTEL GROUP

Ramona Dirlea, Director of Rooms Operations

AXIOM HOSPITALITY

James Lemon, Global Lead for Travel & Leisure

STRIPE

Peter  Bradley FIH, Director Of Food and Beverage

THE WESTIN LONDON CITY HOTEL & RESIDENCES

Shaping the Future of Hotels: Empowering the Next Generation

Chris Gamm, Chief Executive Officer

SPRINGBOARD CHARITY

Morning Coffee, 1-2-1 Meeting with Suppliers & Technology Demonstration

Take a mid-morning break to enjoy coffee while connecting in private, one-to-one meetings with leading suppliers. This is an excellent opportunity to explore tailored solutions and experience live technology demonstrations designed to enhance your hotel operations and guest experience.

Case Study: Shaping the Guest Journey with Hoteliers and Industry Leaders

In this dynamic session, three industry experts will each take 10 minutes to present compelling hotel case studies. They will share the innovative strategies and practical solutions that have transformed both business performance and guest experiences. By focusing on real-world success stories, this session offers a unique blend of insights, showcasing how the synergy between operations and technology can elevate the guest journey.

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Case Study # 1: Embedding ESG to future proof your business

A case study from RBH demonstrating how and why it is essential to tackle ESG head on and fully embed it into your company to ensure you continue to attract and retain talent, drive revenues from both corporate and leisure travellers, and future proof your asset value.

Stephen Harron, Operations Director

RBH Hospitality Management

Case Study # 2: Customer Curated Experiences

A case study from Verdi Hotels, a Corinthia Hotel Group

Leverage each customers’ interests to build a better overall experience. Empowering customers to curate their own itinerary with your highlighted recommendations.

Jonathon Liu, Chief Commercial Officer

VERDI HOTELS

Case Study # 3: Evaluating Energy Consumption with GRMS

A case study from Zennio

This case study analyses hotel energy consumption using data from Guest Room Management Systems (GRMS). It aims to identify patterns, highlight areas for potential energy savings, and discuss strategies for improving energy efficiency in the hotel sector.

Vidar Thomassen, Director

ZENNIO

Innovation Spotlight: The Optimal Tech Solution Stack for Enhancing Guest Experience and Streamlining Hotel Operations

5 Million Rooms and Counting: A Guest Experience Solution Honed at the Sharp End

In this Innovation Spotlight presentation, Jean-Phillipe Lenot, Global Hospitality Director at Alcatel-Lucent Enterprise (ALE) – a pioneer in communication innovation for the hospitality industry – will reveal how a suite of complementary technologies can optimise every touchpoint in the hotel journey, for both guests and staff. Drawing from ALE’s extensive experience in powering and supporting millions of hotel rooms globally, and focusing on the omni-connected traveler journey, this session will explore key questions such as: 

  • How can we create a frictionless guest experience anywhere and anytime? 
  • How can we ensure our guests enjoy instant access to amenities and staff, leveraging data to continuously reinvent their experience and prepare for the future? 
  • How can we stand out and increase loyalty by creating a direct connection with our guests? 
  • How can we boost customer satisfaction and generate new revenues while maintaining safety regulations? 
  • How can we enable staff to maximise customer relations and hotel operations with unsurpassed agility?
  • How can we achieve all of this while managing business overheads with easy-to-use, secure, and resilient features and functionality? 

Join us for an insightful session that will showcase how ALE’s cutting-edge solutions can elevate both guest experience and hotel operations to new heights.

Jean-Philippe Lenot, Global Hospitality Director

ALCATEL-LUCENT ENTERPRISE

Power Panel – Holistic Marketing Strategies for Enhancing Guest Experience

Join industry experts on a dynamic Power Panel as they explore the complete spectrum of marketing strategies in the hotel industry. This panel discussion aims to provide actionable insights for creating memorable guest experiences from initial marketing touchpoints to post-stay engagement.

Emily Sedgwick, Brand & Marketing Strategist

MAERKE MARKETING

Himanil Bose, Associate Director, Marketing

AG HOTELS GROUP

Holly Hewett, Group Marketing Director

APEX HOTELS

Sarah Powell-Abrams, Head of Marketing

CAIRN HOTEL GROUP

Jessica Sandwell, Head of Marketing & Communications

THE GRAND, YORK

Lunch, Networking, and 1-2-1 Meetings

Indulge in an amazing buffet lunch while networking with fellow attendees, sponsors, and exhibitors. Enjoy the opportunity for informal 1-2-1 meetings with prospective suppliers in a private setting.

Power Panel - Leveraging Data Analytics to Maximise Revenue and Enhance Guest Experiences

Experts discuss the role of data analytics in personalising guest experiences and driving guest satisfaction and loyalty.

Danica Smith, Consultant

MORNINGSTAR GX

Kasia Rudnik, Senior Director of Marketing

THE SET COLLECTION

Matthew Prosser, Senior Sales Director

AGILYSYS

Alessandra Leoni, Head of Commercial

RESIDENT HOTELS

Innovation Spotlight: Deadly Sins of Guest Experience Management

In a competitive market, what differentiates those hotels that manage the guest experience really well – those that manage to secure great ratings and maximise revenue from every guest? When things don’t work out, it’s nearly always because of a handful of reasons. In this enlightening talk, Suzi and Steve will draw from their experience with a wide range of operators. They will shine a light on the Deadly Sins of Guest Experience Management, giving you insights into how you can avoid these and make saints from your teams.

Grace Ison, Senior Client Success Manager

HGEM

Steven Pike, Managing Director

HGEM

Power Panel – The Role of Wi-Fi, Robotics and AI Technologies in Enhancing Guest Experience

In this Power Panel we will explore how Wi-Fi, Robotics, and AI technologies are revolutionising the hotel industry. Discover their transformative power in enhancing operational efficiency, elevating guest experiences, and shaping the future of hotels. Explore the pivotal role of these innovations in optimising every step of the guest journey.

James Lemon, Global Lead for Travel & Leisure

STRIPE

Gavin Allison, Global Head of IT

LORE GROUP

Jawad Sabir, Group Head of ICT

IMPERIAL LONDON HOTELS

Josh Olsson, Head of Robotics

SOLSTICE ROBOTICS

Afternoon Coffee Break, Networking & 1-2-1 Meetings with Suppliers

Join us for a refreshing afternoon coffee break! This is a great chance to network and connect. If you missed the one-to-one meetings in the morning, now is your time to engage privately with leading suppliers. Explore tailored solutions and experience live technology demonstrations designed to enhance your hotel operations and guest experience.

 

Innovation Spotlight: Surf the Digital Wave in Group Bookings and M&E Sales

Markku Pajarinen, Sales Director

MEETING PACKAGE

Power Panel – Sustainable Strategies for Elevated Guest Experiences

Industry experts will explore sustainable practices that elevate guest experiences. From eco-conscious amenities to innovative design, discover how hotels can create memorable stays while minimising their environmental footprint. Join us as we reimagine hospitality through a lens of sustainability. 

Stephen Harron, Operations Director

RBH HOSPITALITY MANAGEMENT

Lisa Wyld, Head, Missenden Abbey International

Hospitality and Hotel School

BUCKINGHAMSHIRE NEW UNIVERSITY

Vidar Thomassen, Director

ZENNIO

Kendra Ingram, Business Manager Commercial TV

PHILIPS

Closing Remarks and Raffle Prize Draw

Join us for the closing remarks as we reflect on the day’s insights and key takeaways.

Don’t miss the exciting raffle prize draw, where Chris Gamm, CEO of Springboard, will invite Josh Savill, Sales Director of Mews to announce the lucky winner.

Danica Smith, Consultant

MORNINGSTAR GX

Chris Gamm, Chief Executive Officer

SPRINGBOARD CHARITY

David Steerenberg, Snr. Commercial Director Groups & Chains EMEA

MEWS

Networking Drinks Reception – Welcome Speech by MEWS, Networking Drinks Sponsor

Attendees gather for networking drinks sponsored by MEWS, continuing conversations and forging new connections within the hospitality industry.

 

David Steerenberg, Snr. Commercial Director Groups & Chains EMEA

MEWS

AGENDA

Registration, Arrival Breakfast, and Networking

Kickstart your day with registration, a welcome breakfast, and the chance to network with fellow attendees, sponsors, and exhibitors. Build meaningful connections before the main sessions commence.

Welcome Address

Kevin Hollinrake MP, Shadow Secretary of State for Business and Trade and Ex Minister of Hospitality will a give visionary speech, setting the tone for the day and the future exploring how digital dynamics can reshape guest experiences and the future of hotel sector.

Kevin Hollinrake, Shadow Secretary of State for Business and Trade

DEPARTMENT FOR BUSINESS AND TRADE

Keynote - Navigating the Horizon: Unveiling the Future of Guest Experience and the Hotel Industry

Step into the future of Guest Experience and the Hotel industry with our Keynote Presentation. This Presentation is led by seasoned Hotelier Eva Klausner, Director of Guest Experience at Numa who has mastered the art of Guest Experience. Eva will share her experiences and highlight the emerging trends that are reshaping the hotel sector. Gear up for an insightful exploration into the future of the Guest Experience and Hotel Industry at the forefront of the Hotel Guest Experience Forum.

Eva Klausner, Director of Guest Experience

NUMA

Introduction to Robot KettyBot Pro & CC1: Transforming the Hotel Sector

Josh Olsson, , Head of Robotics

SOLSTICE ROBOTICS

Power Panel – Enhancing Operational Efficiency through Technology

• Industry leaders share insights into leveraging technology to streamline operations and enhance guest experiences, from check-in processes to housekeeping management, and extending to food and beverage services.

• The discussion will cover the integration of smart technologies, data analytics, and AI to improve operational efficiency across various departments, including F&B operations, check-in processes, housekeeping management, and payment systems.

Scot Turner, Founder & Managing Director

AUDEN HOSPITALITY

Mark Gallagher MIH, Area General Manager UK

DORSETT HOSPITALITY INTERNATIONAL

Emily Coubrough MIH, Director of Front of House

ROSEWOOD LONDON

Ramona Dirlea, Director of Rooms Operations

AXIOM HOSPITALITY

James Lemon, Global Lead for Travel & Leisure

STRIPE

Peter Bradley FIH, Director Of Food and Beverage

THE WESTIN LONDON CITY HOTEL & RESIDENCES

Shaping the Future of Hotels: Empowering the Next Generation

Chris Gamm, Chief Executive Officer

SPRINGBOARD CHARITY

Morning Lunch, Networking, and 1-2-1 Meetings

Indulge in an amazing buffet lunch while networking with fellow attendees, sponsors, and exhibitors. Enjoy the opportunity for informal 1-2-1 meetings with prospective suppliers in a private setting.

Case Study: Hoteliers’ Journey to Success - Shaping the Guest Journey with Industry Leaders

In this engaging session, a select group of 3 hoteliers will each take a 10-minute slot to share their unique success stories. They will explore the strategies and practices that have been instrumental in their journey, with a special focus on how they have shaped the guest journey. This highlights the essence of ‘success in the journey’ from both a business and guest journey perspective.

Case Study # 1: Embedding ESG to future proof your business

A case study from RBH demonstrating how and why it is essential to tackle ESG head on and fully embed it into your company to ensure you continue to attract and retain talent, drive revenues from both corporate and leisure travellers, and future proof your asset value.

Stephen Harron, Operations Director

RBH Hospitality Management

Case Study # 2: Customer Curated Experiences

A case study from Verdi Hotels, a Corinthia Hotel Group

Leverage each customers’ interests to build a better overall experience. Empowering customers to curate their own itinerary with your highlighted recommendations.

Jonathon Liu, Chief Commercial Officer

VERDI HOTELS

Case Study # 3: Evaluating Energy Consumption with GRMS

A case study from Zennio

This case study analyses hotel energy consumption using data from Guest Room Management Systems (GRMS). It aims to identify patterns, highlight areas for potential energy savings, and discuss strategies for improving energy efficiency in the hotel sector.

Vidar Thomassen, Director

ZENNIO

Innovation Spotlight: The Optimal Tech Solution Stack for Enhancing Guest Experience and Streamlining Hotel Operations

5 Million Rooms and Counting: A Guest Experience Solution Honed at the Sharp End 

In this Innovation Spotlight presentation, Jean-Phillipe Lenot, Global Hospitality Director at Alcatel-Lucent Enterprise (ALE) – a pioneer in communication innovation for the hospitality industry – will reveal how a suite of complementary technologies can optimise every touchpoint in the hotel journey, for both guests and staff. Drawing from ALE’s extensive experience in powering and supporting millions of hotel rooms globally, and focusing on the omni-connected traveler journey, this session will explore key questions such as:

  • How can we create a frictionless guest experience anywhere and anytime?
  • How can we ensure our guests enjoy instant access to amenities and staff, leveraging data to continuously reinvent their experience and prepare for the future?
  • How can we stand out and increase loyalty by creating a direct connection with our guests?
  • How can we boost customer satisfaction and generate new revenues while maintaining safety regulations?
  • How can we enable staff to maximise customer relations and hotel operations with unsurpassed agility?
  • How can we achieve all of this while managing business overheads with easy-to-use, secure, and resilient features and functionality?

Join us for an insightful session that will showcase how ALE’s cutting-edge solutions can elevate both guest experience and hotel operations to new heights.

Jean-Philippe Lenot, Global Hospitality Director

ALCATEL-LUCENT ENTERPRISE

Power Panel – Holistic Marketing Strategies for Enhancing Guest Experience

Join industry experts on a dynamic Power Panel as they explore the complete spectrum of marketing strategies in the hotel industry. This panel discussion aims to provide actionable insights for creating memorable guest experiences from initial marketing touchpoints to post-stay engagement.

Emily Sedgwick, Brand & Marketing Strategist

MAERKE MARKETING

Himanil Bose, Associate Director, Marketing

AG HOTELS GROUP

Holly Hewett, Group Marketing Director

APEX HOTELS

Sarah Powell-Abrams, Head of Marketing

CAIRN HOTEL GROUP

Jessica Sandwell, Head of Marketing & Communications

THE GRAND, YORK

Lunch Networking

Attendees enjoy networking opportunities over lunch, fostering connections and collaborations within the industry.

Power Panel - Leveraging Data Analytics to Maximise Revenue and Enhance Guest Experiences

Experts discuss the role of data analytics in personalising guest experiences and driving guest satisfaction and loyalty.

Danica Smith, Consultant

MORNINGSTAR GX

Kasia Rudnik, Senior Director of Marketing

THE SET COLLECTION

Matthew Prosser, Senior Sales Director

AGILYSYS

Alessandra Hotels, Head of Commercial

RESIDENT HOTELS

Innovation Spotlight: Deadly Sins of Guest Experience Management

In a competitive market, what differentiates those hotels that manage the guest experience really well – those that manage to secure great ratings and maximise revenue from every guest? When things don’t work out, it’s nearly always because of a handful of reasons. In this enlightening talk, Suzi and Steve will draw from their experience with a wide range of operators. They will shine a light on the Deadly Sins of Guest Experience Management, giving you insights into how you can avoid these and make saints from your teams.

Grace Ison, Senior Client Success Manager

HGEM

Steven Pike, Managing Director

HGEM

Power Panel - The Role of Wi-Fi, Robotics and AI Technologies in Enhancing Guest Experience

In this Power Panel we will explore how Wi-Fi, Robotics, and AI technologies are revolutionising the hotel industry. Discover their transformative power in enhancing operational efficiency, elevating guest experiences, and shaping the future of hotels. Explore the pivotal role of these innovations in optimising every step of the guest journey.

James Lemon, Global Lead for Travel & Leisure

STRIPE

Gavin Allison, Global Head of IT

LORE GROUP

Jawad Sabir, Group Head of ICT

IMPERIAL LONDON HOTELS

Josh Olsson, Head of Robotics

SOLSTICE ROBOTICS

Afternoon Coffee Break, Networking & 1-2-1 Meetings with Suppliers

Join us for a refreshing afternoon coffee break! This is a great chance to network and connect. If you missed the one-to-one meetings in the morning, now is your time to engage privately with leading suppliers. Explore tailored solutions and experience live technology demonstrations designed to enhance your hotel operations and guest experience.

Innovation Spotlight: Surf the Digital Wave in Group Bookings and M&E Sales

Markku Pajarinen, Sales Director

MEETING PACKAGE

Power Panel – Sustainable Strategies for Elevated Guest Experiences

Industry experts will explore sustainable practices that elevate guest experiences. From eco-conscious amenities to innovative design, discover how hotels can create memorable stays while minimising their environmental footprint. Join us as we reimagine hospitality through a lens of sustainability.

Stephen Harron, Operations Director

RBH HOSPITALITY MANAGEMENT

Lisa Wyld, Head, Missenden Abbey International Hospitality and Hotel School

BUCKINGHAMSHIRE NEW UNIVERSITY

Vidar Thomassen, Director

ZENNIO

Kendra Ingram, Business Manager Commercial TV

PHILIPS

Closing Remarks and Raffle Prize Draw

Join us for the closing remarks as we reflect on the day’s insights and key takeaways.

Don’t miss the exciting raffle prize draw, where Chris Gamm, CEO of Springboard, will invite Josh Savill, Sales Director of Mews to announce the lucky Raffle Prize winner.

Danica Smith, Consultant

MORNINGSTAR GX

Chris Gamm, Chief Executive Officer

SPRINGBOARD CHARITY

David Steerenberg, Snr. Commercial Director Groups & Chains EMEA

MEWS

Networking Drinks Reception – Welcome Speech by Networking Drinks Sponsor

Attendees gather for networking drinks sponsored by MEWS, continuing conversations and forging new connections within the hospitality industry.

David Steerenberg, Snr. Commercial Director Groups & Chains EMEA

MEWS

Join as a Speaker & Share Your Success Stories