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Join the leaders in luxury hospitality over 2 days of networking, experiences and more. Please note this a provisional schedule and is subject to change.

Tuesday Dec. 3, 2019

7am onwards


9am - 9:10am


Screenshot 2019-09-23 at 08.45.23

International Luxury Hotel Association

9:15 a.m.

Marketing in the Age of Assistance

On how the presence of 24/7 assistance has changed consumer expectations, what is 'always around' assistance and how that has already begun to change as capabilities improve.  Learn how marketers can appropriately participate to add value to the consumer experience.

Speaker - Dustin

Dustin Bomar

Head of Travel, Google

10 a.m.

How to Build an emotionally intelligent guest journey

Experiential marketing is a hot topic these days and hoteliers are becoming increasingly aware of the need for an emotionally intelligent guest journey as guests seek an authentic emotional connection-based around service and a unique sense of place. Jacque explores success stories and innovations to advance your customer experience strategies, including: emerging boutique experiences, meaning interactions with staff and how to measure emotional response.

Speaker - Jaclyn Riley

Jacque Riley

Hospitality Brand Marketing & Communications Consultant

10:30 - 11 a.m.

Short Break

11 a.m.

Seeing the Future Around the Corner

Most industries have been disrupted not because they are poor operators but more importantly fail to see the disruptive changes on the horizon. A growing number of retailers and service brands are exploring future proofing strategies to ensure they remain relevant. What are the trends and factors that will have the greatest impact on the future of the luxury hotel industry and how to ensure you have a plan in place are the questions this presentation will cover, namely:

· Defining strategic foresight and its level of importance

· Identifying the key STEEP trends and factors influencing the future of the industry

· Processes and strategies to consider

Speaker - Jean-Pierre Lacroix

Jean-Pierre Lacroix


11:30 a.m.

12:30 p.m.

The Price of Sustainability

Balancing the cost of experience vs. the cost of the environment, from activist investors to just doing the right thing.


The panel will be moderated by:

Jake Kheel 


Daniel H

Daniel Hostettler

President & Group Managing Director, Ocean House, President of North America, Relais & Châteaux

Jake Kheel

Jake Kheel

Vice President of the Grupo Puntacana Foundation

Megan Morikawa Headshot

Dr. Megan Morikawa

Global Sustainability Office Director
Iberostar Group

Arlene Coke head shot

Arlene Coke

Director Accounting, Treasury, Strategic Relationship, Club Med.

2 p.m.

Modern Luxury Service - A Cultural and Training Platform for Gracious, Sophisticated and Personalized Service

Our speakers  will share expertise on:

- Talent recruitment and selection

-Culture, Core Values and Ethos as introduced in Orientation and Countdown

-Service Recovery

-The anticipation of Guest Needs

-Technical Training and Certification process

Speaker - Daniel Flannery

Dan Flannery

Senior Vice President & Managing Director, Edition Hotels

2:30 p.m.

3:00 p.m.

3:30 - 4 p.m.

Rejuvinating a luxury heritage brand

How to design and implement an international digital brand campaign with a collection of 580 unique hotels and restaurants throughout the world, owned and operated by independent entrepreneurs – most often families – who are passionate about their craft.

How do we stand out in the crowd?

Creating a blueprint for successful and sustainable customer service culture


Speaker - Isabelle

Isabelle Mical

Communications Director

Relais & Châteaux



Chief Executive Officer

Colin Cowie Lifestyle

4 p.m.

How do you keep your Brand Identity/Personality and Deliver a more Localized Brand Immersion?

ted teng


Former President & Chief Executive Officer, The Leading Hotels of the World

4:30 p.m.

Perfecting your Pitch

Expert Asset and Development Execs Share their Insight on what makes a Great Brand Pitch Presentation.

The panel will be moderated by:

Jacque Riley

David Israel

David Israel

Senior Vice President, hotelAVE

Romy 2

Romy Bhojwani

Executive Vice President of hotelAVE

Phil Keb

Phil Keb

 EVP, Development, Gencom Group


Christian Glauser Benz

Vice President, Development & Acquisitions, Dream Hotel Group

5:30 - 8:00

Industry Showcase & Networking Reception

Wednesday Dec. 4, 2019

8 a.m.


9:00 - 10:00


Screenshot 2019-09-23 at 08.45.23

International Luxury Hotel Association

9:15 a.m.

Digital Revenue Optimization:  The Commercial Mindset

It is a combination of art and science; leveraging machine learning, data, digital marketing, ecommerce, revenue management and distribution.

In this session, we will examine and adopt a new way of thinking:  the concept of moving away from talks of revenue-generation to speaking in profit-maximization.

No need to hire more staff; we just have to change how we think and how we conduct our digital business.

bridget tran

Bridget Tran

VP, Global Digital Strategies & Innovation, Nobu

9:45 a.m.

Partnerships – Expand your Narrative

Building a network using like-minded partners.

The panel will be moderated by:

Jacque Riley

Alex S. Furrer

General Manager - The Setai, Miami Beach


MHR-Lifestyle-Azadeh Hawkins

Azadeh Hawkins - Creative Director for Montage International

Patrick Pahlke

Patrick Pahlke - Vice President, Commercial of Proper Hospitality

Lana head shot

Lana Trevisan – Vice President of Restaurant, Bars and Events, Hyatt Hotels

10:30 - 11 a.m.

Short Break

11 a.m.

How to Generate Best-In-Class Employee Satisfaction and Retention

An outstanding guest experience begins with hiring the right people and creating an inspired workplace that is committed to team member fulfillment and well-being. Tricia Taylor, Executive Vice President & General Manager and Denise Bober, Senior Vice President of Human Resources at The Breakers Palm Beach, share how family-values have helped to shape and rebuild the resort's culture and how the property's unique business model has established a high-trust, high-performance work environment that generates best-in-class satisfaction and retention.



Tricia Taylor


The Breakers


denise bober

Denise Bober


The Breakers


11:30 a.m.

Investment Opportunities through Hotel Brand Partnerships with Cruise Lines

Robert Kritzman

Robert Kritzman

of Counsel, Baker Donelson

12 - 1 p.m.

AI, Robots, Globalization & the Mechanized Future

What and who will the customer trust and obey

1 - 2 p.m.

Closing Neworking Lunch and Giveaways

International Luxury

Hotel Association

8845 N. Military Trail, Suite 300

Palm Beach Gardens, FL USA

+1 (561) 203-0855‬

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