Agenda
8:00AM TO 9:00AM
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.
9:00AM TO 9:10AM
Welcome Speech
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.
9:10AM TO 9:40AM
Keynote Panel - Redefining Guest Experiences – Leadership, Innovation & Trends
Join us for an enlightening panel discussion with top guest experience leaders who will share their insights on pushing the boundaries of customer engagement and satisfaction. This panel will dissect the latest innovations, explore shifting market dynamics, and dive into the regional nuances that are shaping the future of guest interactions.
- Success Story: Panellists share how they successfully integrated personalisation and sustainability to transform guest experiences.
9:40AM TO 10:20AM
Case Study Sessions: Real-World Innovations in Hotel Guest Experience
Four 10-minute success stories presented by hoteliers and Knowledge Sponsors:
1. Guest Room Management Systems (GRMS): Enhancing Personalisation & Energy Efficiency
Success Story: Coming soon
Lee Nunn, Head of Hospitality, ZENNIO UK
2. Operations: Achieving operational excellence amid labour shortages.
Success Story: Speaker demonstrates how automating repetitive tasks enhanced staff efficiency and guest satisfaction.
3. Revenue Management: Balancing profitability with guest value.
Success Story: How implementing advanced pricing models boosted revenue by 20%.
4. IT: Leveraging IoT and cutting-edge tools to enhance the guest journey.
Success Story: A hotel technology provider showcases a successful rollout of smart-room technologies at a leading UK hotel chain.
Networking Slot - 1-2-1 Pre-Arranged Meetings between Hoteliers & Suppliers
10:10AM TO 10:25AM
10:30AM TO 10:45AM
Arrange your 1-2-1 meeting via our App, 4 weeks before the event.
• 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.
10:45AM TO 11:10AM
Morning Coffee and Networking
Enjoy a mid-morning coffee while connecting with peers and suppliers, exploring range of solutions to enhance operations, drive revenue and elevate guest experiences.
11:10AM TO 11:30AM
Mews - Diamond Sponsor
Networking Slot - 1-2-1 Pre-Arranged Meetings between Hoteliers & Suppliers
11:30AM TO 11:45AM
11:50AM TO 12:05PM
12:05PM TO 12:20PM
Arrange your 1-2-1 meeting via our App, 4 weeks before the event.
• 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.
12:10PM TO 12:40PM
Panel: Maximising Digital Presence to Drive Bookings While Staying Guest-Centric
This panel will explore how hotels can use advanced digital strategies to enhance guest experiences and drive bookings. Key topics include leveraging marketing technologies, using data-driven insights, and creating personalised communications that align with guest needs.
Chris Robinson, Senior Director, Hotel Marketing – EMEA, MARRIOTT INTERNATIONAL
12:45 TO 1:00PM
Hoteza and Roomio - Innovation Spotlight Sponsor
A 15-minute session exploring how hotels are leveraging innovative tools to enhance guest experiences and operational performance.
- Success Story: A tech vendor demonstrates how their predictive analytics platform improved guest satisfaction and operational planning.
1:00PM TO 2:00PM
Lunch, Networking, and 1-2-1 Meetings
Enjoy a buffet lunch while networking with attendees, sponsors, and exhibitors. Use this time for informal one-to-one discussions in a relaxed setting.
2:00PM TO 2:30PM
Panel: Harnessing Technology to Streamline Hotel Operations and Enhance Guest Experience
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 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, 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.
Networking Slot - 1-2-1 Pre-Arranged Meetings between Hoteliers & Suppliers
2:35PM TO 2:50PM
2:50PM TO 3:05PM
3:10PM TO 3:25PM
Arrange your 1-2-1 meeting via our App, 4 weeks before the event.
• 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.
3:30PM TO 4:00PM
Panel: Crafting Cohesive Brand Experiences: Collaboration Between Hotels and Vendors
This panel will bring together hotel leaders and vendors to explore how partnerships shape seamless guest experiences, brand consistency, and sustainability.
Panellists will discuss real-world case studies, innovative technologies, and vendor contributions that enhance hotel brand identity. This session is designed to provide actionable insights for hotel executives, technology providers, and service partners looking to align their strategies for greater guest satisfaction and operational success.
Eliana Athanasiou, Global Head of Brand, ST. GILES HOTELS
Robert Alley, Brand Development Director, Best Western Hotels
4:00PM TO 4:20PM
Afternoon Coffee and Networking
Enjoy a mid-morning coffee while connecting with peers and suppliers, exploring range of solutions to enhance operations, drive revenue and elevate guest experiences.
4:20PM TO 4:50PM
Panel: Sustainability in Hotels: Best Practices, Innovations, and Technology
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.
Amber Lawson, Senior Marketing Manager, MARRIOTT INTERNATIONAL
Vidar Thomassen, Director UK, ZENNIO
Marten Lewis, Director of Sustainability, BLUESTONE NATIONAL PARK RESORT
4:50PM TO 5:20PM
Panel: Future Trends - The Evolution of Hotel Guest Experience
This panel will feature industry experts discussing the next big trends in hotel guest experience.
Topics will include the integration of artificial intelligence in customer service, the use of virtual and augmented reality to enhance guest engagement, and emerging technologies that promise to revolutionise the hospitality sector. Speakers will share case studies to illustrate how these advancements are being applied in the industry.
5:20PM TO 7:30PM
Closing Remarks and Cocktail Reception
The event will conclude with closing remarks from our host, summarising the key insights and takeaways from the day.
Following the remarks, attendees are invited to a cocktail reception for continued networking and relationship-building in a relaxed setting. Drinks will be served thereafter, offering an opportunity to share thoughts and experiences from the forum with fellow attendees, speakers, and sponsors.