Kickstart your day with a welcome breakfast, and an opportunity to network with fellow attendees, sponsors, and exhibitors. Build meaningful connections before the main sessions commence.
The event host sets the tone for the day, providing a comprehensive overview of the sessions, discussions, and key takeaways designed to shape the future of guest experience.
Join us for a dynamic panel featuring top guest experience leaders who will share proven strategies for building seamless brand experiences through cross-departmental collaboration. Discover how marketing, product, operations, and other teams can align to create customer-centric journeys that drive loyalty and impact.
Panellists will unpack real-world case studies, revealing how they overcame silos to integrate personalisation and sustainability into cohesive brand experiences.
Learn actionable insights to foster collaboration, navigate challenges, and elevate your brand’s customer engagement in today’s competitive landscape.
Louise Burns, Branding & Customer Experience Consultant, ONEBAMBOO
Eliana Athanasiou, Global Head of Brand, ST. GILES HOTELS
Robert Alley, Brand Development Director, BEST WESTERN HOTELS
Matthew Muré, Global Director of Technical Services, Branded Residences, SIX SENSES HOTELS RESORTS SPAS
Frank Fery, Senior Director, Brand Performance Support for Europe, Middle East and Africa, HILTON WORLDWIDE
Emile Johannes, Sales Director, MEWS
Robin Noten, Area Director of Marketing, CYCAS HOSPITALITY
Lee Nunn, Head of Hospitality, ZENNIO UK
Joonas Ahola, Founder & CEO, MEETINGPACKAGE
In this speech, Chris Gamm will explore how Springboard’s training equips individuals with the confidence and skills to create outstanding guest experiences, showing the link between personal transformation and meaningful hospitality moments.
Chris Gamm, CEO, SPRINGBOARD
Enjoy a mid-morning coffee while connecting with peers and suppliers, exploring range of solutions to enhance operations, drive revenue and elevate guest experiences.
• 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 4 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.
This panel will explore how hotels can harness advanced digital strategies to boost guest experiences and drive bookings. Key topics include leveraging marketing technologies, using data-driven insights, and crafting personalised, loyalty-focused communications that meet guest needs.
Jo Hill, Marketing & Customer Advisory, INDEPENDENT CONSULTANT
Chris Robinson, Senior Director, Hotel Marketing – EMEA, MARRIOTT INTERNATIONAL
Amy Clarke, Head of Marketing EMEA, WYNDHAM HOTELS & RESORTS
Wendy White, Director of Sales & Marketing UK&I, KEW GREEN HOTELS
Steve Collins, VP Digital Marketing, Access Hospitality
Enjoy a relaxed lunch at the Waldorf Hilton – connect with peers in style.
Join us for an engaging fireside chat featuring Joanne Alder, Vice President Brand Operations and Guest Experience, and Jawad Sabir, Senior Vice President Technology & Business Solutions at PPHE Hotel Group,
Key Takeaways:
Strategies for integrating AI and IoT to enhance hotel guest journeys.
Balancing technology with personalised service to drive guest loyalty.
Overcoming operational challenges to ensure consistency across diverse hotel brands.
The session will conclude with a Q&A, offering hoteliers the chance to engage directly with Joanne and Jawad on actionable solutions for the UK hotel industry.
David Derbyshire, Managing Director, LOVEDAY CONSULTING
Jo Alder, VP Brand Operations & Guest Experience, PPHE HOTEL GROUP
Jawad Sabir, SVP Technology & Business Solutions, PPHE HOTEL GROUP
Paul Lockhart, Vice President Global Sales, HOTEZA
• 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 4 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.
In today’s highly competitive hotel industry, operational efficiency and seamless service delivery are critical to success. This panel brings together industry leaders to explore how cutting-edge technologies such as AI, robotics, IoT, mobile apps, and automated payment solutions are transforming hotel operations while keeping the guest experience at the forefront.
Panellists will share real-world case studies and insights on how hotels have successfully integrated AI-driven personalisation, robotic automation, IoT-enabled smart rooms, mobile apps for guest engagement and operational support, and frictionless payment solutions to optimise processes, enhance service efficiency, and improve guest satisfaction. Attendees will gain actionable strategies to implement in their own organisations, ensuring a more seamless, tech-driven hospitality experience.
David Derbyshire, Managing Director, LOVEDAY CONSULTING
Ylenia Taltavull-Lopez, General Manager, SONDER INC.
Anthony Cox, Head of Operational Support, CLERMONT HOTEL GROUP
Ben Moore, Head of Client Solutions, DNA PAYMENTS
Taner Yildiz, Global Director, Operations Planning & Development, IHG HOTELS & RESORTS
Enjoy a mid-morning coffee while connecting with peers and suppliers, exploring range of solutions to enhance operations, drive revenue and elevate guest experiences.
Mark Evans, Sales Director, BOOKBOOST
Adam Hamadache, Founder & CEO, FORMULA DIGITAL
Tom Mc Dermott, Founder & MD, AGILITY HOSPITALITY
The UK’s hotel sector is building stronger IT foundations and advanced cybersecurity measures to protect guest data, drive resilient operations, and support cutting-edge technologies.
This session explores how secure IT infrastructure like cloud-based Property Management Systems (PMS), fortified Wi-Fi networks, and data governance practices enables hotels to innovate safely and maintain trust.
Attendees will gain practical insights into building a secure IT backbone that not only protects guest data but also supports innovation and resilient hotel operations, ensuring trust and stability in an increasingly digital world.
Jacob Andrews, Head of Black, THREATSPIKE LABS
This session will highlight how sustainable practices and advanced technologies can enhance the hotel guest experience and drive sustainability. Speakers will share references, including case studies of hotels that have adopted eco-friendly initiatives. These initiatives aim to both achieve sustainability and enrich the guest journey.
Attendees will learn practical steps to integrate these strategies into their operations.
Louise Burns, Branding & Customer Experience Consultant, ONEBAMBOO
Amber Lawson, Senior Marketing Manager, MARRIOTT INTERNATIONAL
Vidar Thomassen, Director UK, ZENNIO
Kendra Ingram, Business Manager Commercial TV, PHILIPS
Marten Lewis, Director of Sustainability, BLUESTONE NATIONAL PARK RESORT
The hotel industry is evolving swiftly, requiring innovative strategies to balance profitability with outstanding guest experiences.
This panel explores how advanced Customer Relationship Management (CRM) and Revenue Management Systems (RMS) can work together to boost revenue while fostering guest loyalty. Discover how dynamic pricing, data-driven personalisation through CRM, and innovative ancillary services enable hotels to maximise profitability without compromising on tailored, memorable guest experiences.
Panellists will discuss practical approaches to integrating CRM with RMS, leveraging guest insights for targeted offerings, and building loyalty programmes that enhance repeat business, ensuring hotels thrive in a competitive landscape.
