Americas 27-28 Sept |Europe 18-19 Oct

Wednesday, 18th October

Conference Day

8am – 8:40am


8am: Morning coffee 

8:40am: Welcome from Charlie Osmond, Chief Tease, Triptease

9am – 10:40am

Marketing in Focus

9:00am: Prioritising your distribution budget
Panel Discussion
Moderator: Dori Stein, CEO Fornova
Panelists: Shay Raz, VP Business Development and Revenue Management Leonardo Hotels

9:25am: Quick marketing fixes to turbo-charge your revenue
• Zoning in on key revenue streams
• Driving success with killer KPIs
• One-team mentality: we’re all in this together to create a great customer experience online and offline

9:50am: Content marketing, and how to nail it
• What is your story?
• Choosing the channel that works for you

10:15am: Direct booking strategies: Unleashed!
Let’s network! Time to have a coffee with your fellow hotelier and discuss all things Direct. Meet new people, share old stories, and maybe you’ll even win a prize for the most creative #DirectIsBest solution.

10:40am: Networking break and Tech Dome Trend Sessions 
RJ Friedlander, Founder & CEO ReviewPro

11:10am – 12:50pm

Customer Insights and Analytics

11:10am: The role of data in driving more direct
• Collecting and analysing data from various channels: experience, analytics and loyalty
• Strategies to analyse your data and drive actionable results
• Improving trust and transparency, when you’re gathering sensitive data in a tightly-regulated environment
Arlette Gilbert, Commercial Director Bilderberg

11:35am: EU regulations update
• The GDPR directive and its impacts
• How peer-to-peer accommodation is changing
• EU enforcement at the local level
Tim Fairhurst, Head of Strategy & Policy ETOA
Lluis Sanz de Marco, Deputy Director of Base Information & Cartography City Council of Barcelona

12:00pm: The holy grail of guest feedback
• Manage and respond to changing expectations in real time
• Different channels, different processes
• The secret language of the satisfied guest

12:25pm: Cultivating loyalty: A perspective beyond the points schemes
Panel Discussion
Moderator: Michael Schäffner, Director DACH Duetto
Brian Gore, Director of Brand & Marketing The Set Hotels
Joanna Doyle, Group Sales & Marketing Manager UK & Ireland PREM Group & Trinity Hospitality
Diego Miranda, Former Group Asst. Director of Digital Marketing JA Resorts & Hotels

12:50pm: Lunch

DBS Tech Dome Trend Sessions Cendyn


Roundtable Discussions

Format: Several tables will run concurrently, each on a different subject.

You will be welcomed to sign up for 2 tables of your choosing on the day of the event.

First Round

Roundtable 1

Your rooms -the only asset distribution doesn’t own

Pablo Delgado, CEO MIRAI

Roundtable 2

Automating the guest experience: pros & cons

Rob Paterson, Commercial Director Village Hotels

Roundtable 3

Emotive intelligence in direct bookings

Frank Reeves, CEO & Co-Founder Avvio

Roundtable 4

Using customer journey mapping to drive cross-channel performance

Aaron Bali, Director of Customer Experience House of Kaizen

Second Round

Roundtable 1

Successful meta strategy: The role in the direct sale channel

Pablo Delgado, CEO MIRAI

Roundtable 2

Use of brand terms by OTA’s: Latest trends

Rob Paterson, Commercial Director Village Hotels

Roundtable 3

Emotive intelligence in direct bookings

Frank Reeves, CEO & Co-Founder Avvio

Roundtable 4

Using customer journey mapping to drive cross-channel performance

Aaron Bali, Director of Customer Experience House of Kaizen

2:35pm – 5:40pm

Digital in Focus

2:35pm: Getting to grips with Artificial Intelligence
Focusing on the 4 main areas: Website, Contact Centre, Hotel and Revenue Management Process

3pm: Booking Engines: Trends and updates
Panel Discussion
Rebeca González, Managing Director Roiback

3:25pm: Networking break and Tech Dome Trend Sessions

3:50pm: Keynote- Re-thinking your customer journey
• How to intercept the OTA booker
• Right place, right time: be seen when you need to be
• Meeting the customer on their own terms
Riko van Santen, Senior Business Development & Digital Commerce Executive Kempinski Hotels

4:15pm: Learning from the OTAs
They’re doing something right. It’s time to examine major OTA methods and see how they can be implemented on a hotelier’s budget.
Dr. Jan Sammeck, Director E-Commerce Deutsche Hospitality

4:40pm: Personalising your website
• Create a website that’s as welcoming as your lobby
• Live chat: benefit or burden?

5:05pm: HEAD TO HEAD
German Federal Cartel Office vs.
• Will it hurt the hotel industry if this case falls through?
• How should the EU be regulating online platforms?
• What are European hotel associations doing to encourage direct bookings?
Tobias Warnecke, Economic Advisor German Hotel Association (IHA)
James Osmond, COO Triptease

5:30pm: Chairman wrap up


The Party!
Pez Vela Restaurant | Passeig del Mare Nostrum, 19 – 21, 08039 Barcelona, Spain

Thursday, 19th October

Workshop Day

10am – 3:20pm

10am: Registration and welcome coffee

10:15am: How can behavioural science strengthen engagement with the consumer?
Explore the psychological influencers of consumer choice, before applying these learnings to revenue management and digital transformation.
• What are the psychological influencers of consumer choice within the hotel sector?
• Why do consumers have an inherent need to search?
• What factors shape their searching, choosing and buying behaviour?
• Applying these learnings to help you drive revenue and digital transformation
Dr Simon Moore, Partner and Chartered Psychologist Innovationbubble

11:30am: Coffee Break

11:50am: Just how complex is the modern hotel guest’s path to purchase?
• Test your knowledge of how hotel guests search & book their stay
• Get insights from our latest deep dive into a traveler’s path to purchase
• Strategize on how to best reach the modern hotel guest
Celine Chaussegros, Regional Sales Director EMEA Sojern

1pm: Lunch Break

2:40pm: Navigating complex regulations: Your questions answered
ETOA’s Tim Fairhurst leads this discussion on local regulation and consumer protection. Come along to share your frustrations and strategize solutions. How do cities manage, develop and strategize to suit the accommodation demand needs?
Tim Fairhurst, Head of Strategy & Policy ETOA
Joan Torrella I Reñé, Director of Tourism & Events City Council of Barcelona

3:20pm: End of Workshop Day