SCHEDULE
Subject to Change
DEC 3
REGISTRATION 7am - 5pm
Registration is open from 7 am all day.
LIGHT BREAKFAST 8:00am - 9:00am
Light continental breakfast
Conference Opening 9am
Welcome & Dustin Bomar, Head of Travel Industry, Google
Marketing in the Age of Assistance
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.
Welcome by Barak Hirschowitz, President of the International Luxury Hotel Association
Speaker Intro by JD Velilla, Head of Sleep Experience & Powered Innovation, Serta Simmons Bedding
PANEL SESSION 9:50am
The Price of Sustainability
Balancing the cost of experience vs. the cost of the environment, from activist investors to just doing the right thing
Daniel Hostettler, Relais Château President - North America
Alex Furrer, GM The Setai, Miami Beach
Arlene Coke, Director Accounting, Treasury, Strategic Relationship, Club Med.
Jake Kheel, Vice President of the Grupo Puntacana Foundation
Megan Mirokawa, Global Director of Sustainability, Iberostar Group
BREAK 10:30am - 11:00am
Break for refreshments, networking an opportunity to visit sponsor stands.
SPEAKER SESSION 11:15am
Jean-Pierre Lacroix, CEO, SLD
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 SESSION 11:50am
Ted Teng
How do you keep your Brand Identity/Personality and Deliver a more Localized Brand Immersion?
Intro by Allison Howard, Founder & CEO, Nollapelli
LUNCH & NETWORKING 12:00 - 2:00pm
Lunch, networking and opportunity to visit sponsor stands.
Sponsored by Kornfield Group Retail Constultants
Intro with Brad Kornfeld, Managing Partner, Kornfeld Group Retail Consultants
SPEAKER SESSION 2:00pm
Dan Flannery
Modern Luxury Service- A Cultural and Training Platform for Gracious, Sophisticated and Personalized Service
-Talent recruitment and selection
-Culture, Core Values and Ethos as introduced in Orientation and Countdown
-Service Recovery
-Anticipation of Guest Needs
-Technical Training and Certification process
SPEAKER SESSION 2:30pm
Isabelle Mical, Communications Director, Relais & Châteaux
Rejuvenating a luxury heritage brand
SPEAKER SESSION 3:00pm
Colin Cowie, CEO, Colin Cowie Lifestyle
How do we Stand out from the Crowd?
Creating a blueprint for successful and sustainable customer service culture
BREAK 3:30 - 4:00pm
Break for refreshments, networking an opportunity to visit sponsor stands.
SPEAKER SESSION 4:00pm
Jacque Riley, Hospitality Brand Marketing & Communications Consultant
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. We’ll explore:
- How boutique experiences have emerged at the forefront of the luxury stay
- How traditional brand standards are flexing to leave room for more local color
- How to develop replicable, meaningful (and often cost-effective!) guest experiences that take advantage of your staff’s local knowledge and insight
- How emotionally charged experiences are shaping marketing strategies and guest conversations, including why this approach works so well for social media
- Why the industry needs to embrace new measures of success, including survey instruments that go beyond physical checklists to measure emotional responses
PANEL SESSION 4:30pm
Partnerships – Expand your Narrative Building a network using like-minded partners
Patrick Palke, Vice President, Commercial of Proper Hospitality
Azadeh Hawkins, Creative Director, Pendry Hotels & Resorts and Montage International
Lana Trevisan, VP of Restaurants, Bars & Events, Hyatt
Alex Furrer, General Manager, The Setai
Sponsored by World Cinema
Intro by David Goldstone, Vice President of Business Development, World Cinema
INDUSTRY SHOWCASE 5:30 - 6:30pm
A great chance to network and visit the stands of vendors showcasing the latest innovative products and services for the luxury hospitality industry.
POOLSIDE COCKTAIL RECEPTION & NETWORKING 6:30 - 8:30pm
Join us at our private poolside event for entertainment, food and cocktails
DEC 4
REGISTRATION 8:00am - 2:30pm
Registration is open from 8 am all day.
SPEAKER SESSION 9:00am
Day 2 Welcome
Bridget Tran, VP, Global Digital Strategies & Innovation, Nobu
Digital Revenue Optimization: The Commercial Mindset
PANEL SESSION 9:45 - 10:30am
The Impact of Alternative Accommodations in the Luxury Market
Presented by Cornell University
Luxury advisors are making adjustments for the client’s growing demand for unique experiences that don’t always have the product to match. We will discuss how to navigate these alternative accommodations while managing the clients' high-level expectations who, as consumers, are often immune to outside economic conditions. In addition, we will briefly discuss the performance and actions of the luxury market under varying economic conditions and discuss alternatives.
Moderator: Mark Lomanno, CHR Advisory Board Chair and Partner and Senior Advisor for Kalibri Labs
Stacy Rosenthal, President, Fischer Travel Enterprises
Oliver Ripley, CEO and Founder, Habitas
BREAK 10:30am - 11:00am
Break for refreshments, networking an opportunity to visit sponsor stands.
SPEAKER SESSION 11:00am
HE Mr. Joel RANDRIAMANDRANTO, Minister of Transport, Tourism and Meteorology of Madagascar
Madagascar, a Treasure Island
Madagascar, the 4th largest island in the world, is located in the Indian Ocean and blessed by an overabundance of biodiversity, of which 90% of species are indigenous. Thanks to its unparalleled natural beauty, both terrestrial and marine, this country offers a huge potential not only for luxury hotel investment opportunities but also as a tourism destination. To launch Madagascar as a desirable travel choice, the new government is committed to making tourism an effective and sustainable force for its economic, social and environmental development, with favorable incentives and strategic measures put in place.
Discover in this session the fascinating and amazing beauty of Madagascar, with plenty of untapped potential waiting to be leveraged in a sustainable manner.
PANEL SESSION 11:45am
Perfecting your Pitch
Expert Asset and Development Execs Share their Insight on what makes a Great Brand Pitch Presentation
Phil Keb, EVP, Development, Gencom Group
David Israel, Senior Vice President, HotelAVE
Romy Bhojwani, Executive Vice President, hotelAVE
Christian Glauser, Vice President, Development, Dream Hotels
LUNCH & NETWORKING 12:30 - 1:30pm
Lunch, networking and opportunity to visit sponsor stands.
Sponsored by Cendyn & Rainmaker
Welcome by Vianney Ferguson, Director, Sales, Rainmaker
PANEL SESSION 1:30pm
How to Generate Best-In-Class Employee Satisfaction and Retention
Tricia Taylor, EVP & GM, The Breakers and Denise Bober, SVP, HR, The Breakers
An outstanding guest experience begins with hiring the right people and creating an inspired workplace that is committed to team member fulfilment 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.
SPEAKER SESSION 2:00pm
Technology Trends & Innovations in Luxury Hospitality
Pushpa Gowda, Managing Director, Global Technology Engagement, JLL
SPEAKER SESSION 2:30pm
Investment Opportunities through Hotel Brand Partnerships with Cruise Lines
Robert Kritzman, of Counsel, Baker Donelson
CLOSING AND PRIZE GIVEAWAYS 3:00pm
Your chance to win one of the many prizes given away by our partners
RESOURCES
ILHA Smartbrief
LUXURY HOTELIERS Magazine
Newsletter
Vendor Directory
MEMBERSHIP
Join ILHA
Member Benefits
Create Profile
MARKETING
Sponsorship
Digital Marketing
Exhibiting