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 9:15AM
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.
9:15AM TO 9:40AM
Keynote Panel - Crafting Cohesive Brand Experiences: The Power of Interdepartmental Collaboration
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.
Louise Burns, Branding & Customer Experience Consultant, ONEBAMBOO
Eliana Athanasiou, Global Head of Brand, ST. GILES HOTELS
Robert Alley, Brand Development Director, Best Western Hotels
9:40AM TO 10:00AM
Creating Memorable Guest Journeys in a Digital Age
Josh Savill, Sales Director UK&I, MEWS
10:00AM TO 10:40AM
Case Study Sessions: Real-World Innovations in Hotel Guest Experience
10-Minute Power Talks: Hoteliers and Sponsors Share Proven Success Strategies
1. Turning Lookers into Bookers and Driving Ancillary Revenue
Robin Noten, Area Director of Marketing, CYCAS HOSPITALITY
2. Smart Rooms, Happy Guests: Unlocking Personalisation and Efficiency with GRMS
Lee Nunn, Head of Hospitality, ZENNIO UK
3. Driving Efficiency and Revenue Through M&E Automation
Joonas Ahola, Founder & CEO, MEETINGPACKAGE
4. Enhancing Hotel Brands' Digital Presence
Adam Hamadache, Founder & CEO, FORMULA DIGITAL
10:40AM TO 11:00AM
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.
Networking Slot - 1-2-1 Pre-Arranged Meetings between Hoteliers & Suppliers
11:05AM TO 11:20AM
11:20AM TO 11:35AM
11:35AM TO 11:50PM
11:50PM TO 12:05PM
12:05PM TO 12:20PM
Arrange your 1-2-1 meeting via our App, 3 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.
Networking Slot - 1-2-1 Pre-Arranged Meetings between Hoteliers & Suppliers
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.
12:25PM TO 12:50PM
Panel: Maximising Digital Presence to Drive Bookings While Staying Guest-Centric
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
12:55PM TO 1:45PM
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.
1:45 TO 2:05PM
Fireside Chat: The Intersection of Guest Experience and Technology
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:
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Strategies for integrating AI and IoT to enhance hotel guest journeys.
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Balancing technology with personalised service to drive guest loyalty.
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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
2:05 TO 2:20PM
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.
Paul Lockhart, Vice President Global Sales, HOTEZA
Networking Slot - 1-2-1 Pre-Arranged Meetings between Hoteliers & Suppliers
2:25PM TO 2:40PM
2:40PM TO 2:55PM
2:55PM TO 3:10PM
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.
3:15PM TO 3:40PM
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, 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, UK Director of Operations, SONDER IN
Anthony Cox, Head of Operational Support, CLERMONT HOTEL GROUP
Craig Borrett, Head of Group Product, DNA PAYMENTS
3:40PM TO 4:00PM
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.
4:00PM TO 4:30PM
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.
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
4:30PM TO 5:00PM
Panel: Optimising Revenue and Guest Experience with CRM and RMS
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.
Mark Evans, Sales Director, BOOKBOOST
5:00PM TO 5:30PM
Panel: Strengthening Hotel IT and Cybersecurity for Secure Guest Trust and Innovation
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 panel 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.
Join our panel of IT leaders as they share real-world examples and best practices.
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.
5:30PM 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.