Agenda
8:00AM TO 9:00AM
Badge Collection, Arrival Breakfast & Networking
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.
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 9:45AM
Keynote Panel - Crafting Cohesive Brand Experiences: The Power of Interdepartmental Collaboration
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
9:45AM TO 10:05AM
Creating Memorable Guest Journeys in a Digital Age
MEWS
10:05AM TO 10:40AM
Case Study Sessions & Real-World Innovations in Hotel Guest Experience
10-Minute Power Talks: Hoteliers and Sponsors Share Proven Success Stories & 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. Speed Wins – How a Global Hotel Chain Increased Group & M&E Revenue 24x by Digitising the Full Sales Cycle
In today’s competitive Groups & Meetings & Events (M&E) landscape, speed and process control are key differentiators. One global hotel chain transformed their group and M&E sales results by digitising and automating the entire sales cycle from lead capture and distribution to response management, follow-ups, and eProposals. By gaining full visibility and control across the sales process, they dramatically improved response times, client engagement, and conversion rates — achieving a 24x increase in Groups & M&E revenue.
This session will share practical insights on how prioritising speed, automation, and sales process visibility across the entire Group & M&E customer journey can unlock new revenue potential and competitive advantage for hotel teams.
Joonas Ahola, Founder & CEO, MEETINGPACKAGE
10:40AM TO 10:50AM
Empowered people, exceptional experiences: How hospitality skills transform guest connections
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
10:50AM 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.
Networking Slot - 1-2-1 Pre-Arranged Meetings between Hoteliers & Suppliers
11:15AM TO 11:30AM
11:30AM TO 11:45AM
11:45AM TO 12:00PM
12:00PM TO 12:15PM
12:15PM TO 12:30PM
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.
12:30PM TO 1:00PM
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
Wendy White, Director of Sales & Marketing UK&I, KEW GREEN HOTELS
Steve Collins, VP Digital Marketing, Access Hospitality
1:00PM 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.
1:45PM 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:
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
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, 2-3 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.
3:10PM 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 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
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.
4:00AM TO 4:30PM
Behind the Experience: Process Improvements Powering Better Stays
In this focused session, speakers will share how they're improving hotel operations from digital visibility to on-the-ground team performance to create better guest experiences. Learn how people, process, and practical innovation are transforming the way hotels deliver exceptional stays
1. The Personal Isn’t Optional: Why Generic Guest Journeys Fail in Modern Hospitality
In today’s world, one-size-fits-all messaging doesn’t just miss the mark, it harms the guest experience. This session urges hotels to design communication around people, not systems. We’ll show how making the most of your guest data allows for warm, personal, and automated interactions at scale. Backed by real results, you’ll see how smarter messaging drives revenue, loyalty, and efficiency, without losing the human touch.
Mark Evans, Sales Director, BOOKBOOST
2. The Digital Shift: What Hotels Need to Know About SEO, AI & Online Visibility (Without the Jargon!)
This forward-thinking session unpacks how today’s travellers behave online, why the traditional marketing funnel is outdated, and how AI is reshaping search and decision-making. You'll learn a proven growth formula for hotels, practical SEO tactics, and how to thrive in the ‘messy middle’ of the guest journey.
Adam Hamadache, Founder & CEO, FORMULA DIGITAL
3. People, Process, Productivity: Transforming Housekeeping the Lean Way
Tom Mc Dermott, Founder & MD, AGILITY HOSPITALITY
4:30PM TO 4:45PM
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 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
4:45PM TO 5:15PM
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
5:15PM TO 7:30PM
Guest Engagement Awards & Cocktail Reception
The event will conclude with closing remarks 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.
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.