INSPIRE 2019 SCHEDULE
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
Registration
9am - 9:10am
Welcome
BARAK HIRSCHOWITZ
International Luxury Hotel Association
President
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.
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.
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
Jean-Pierre Lacroix
CEO, SLD
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
LUNCH & NETWORKING
Daniel Hostettler
President & Group Managing Director, Ocean House, President of North America, Relais & Châteaux
Jake Kheel
Vice President of the Grupo Puntacana Foundation
Dr. Megan Morikawa
Global Sustainability Office Director
Iberostar Group
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
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
COFFEE AND TEA BREAK
Isabelle Mical
Communications Director
Relais & Châteaux
COLIN COWIE
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
Senior Vice President, hotelAVE
Romy Bhojwani
Executive Vice President of hotelAVE
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.
Registration
9:00 - 10:00
Welcome
BARAK HIRSCHOWITZ
International Luxury Hotel Association
President
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
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
General Manager - The Setai, Miami Beach
Azadeh Hawkins - Creative Director for Montage International
Patrick Pahlke - Vice President, Commercial of Proper Hospitality
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.
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Tricia Taylor
EVP & GM
The Breakers
Denise Bober
SVP HR
The Breakers
11:30 a.m.
Investment Opportunities through Hotel Brand Partnerships with Cruise Lines
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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