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

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.

Established on five continents, from the Napa Valley vineyards to Provence to the beaches of the Indian Ocean, Relais & Châteaux invites people across the globe to experience delicious journeys, to discover the inimitable art de vivre engrained in each local culture and to share an incomparable, unforgettable experience.

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.

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

International Luxury

Hotel Association

8845 N. Military Trail, Suite 300

Palm Beach Gardens, FL USA

+1 (561) 203-0855‬

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