Conference Sessions

ADDITIONAL SESSIONS TO BE ANNOUNCED.

THE VIEW FROM 10,000 FEET

DANIEL MELNYK | CHIEF REVENUE OFFICER @ HOTEL REVENUE CO.

You've heard about disruption, change, and what's happening. Sometimes it's hard to stay focused with all the noise.

Daniel kicks off the day talking about the big, undeniable change thats happening in the revenue management space, independently of the best efforts of hoteliers. Let's face it, the way many of us were taught to work is perfectly suited for a world that no longer exists. Daniel's session will lead you to the promised land of revenue management - one that's enabled by technology, enriched by data and empowered by alignment.

Learning Outcomes for this session:

  • The "state of the union" of revenue management in 2019;
  • What "revenue management enablement" means;
  • The ideal framework for revenue management and marketing to make gains together.

me?! Speak to them!?

Cathy Cook | Executive Director of Training & development @ Kennedy Training Network

Do you fear public speaking or presentations? Does the idea of presenting a budget or forecast to your leadership team have you perspiring, forgetting what you have to say, or turn your knees to mush? 

Cathy will recall her own personal journey from shy Front Office Manager to confident conference keynote speaker. This session will give you the tools and confidence to build your strength communicating and presenting in meetings and with your hotel's leadership team or ownership. 

Learning Outcomes for this session:

  • Tips for presenting to large groups;
  • Tips for running effective revenue meetings with confidence;
  • Tools to articulate your position or opinion, and to tactfully and directly deliver good and bad news with ease!

NOBODY WANTS TO TALK ABOUT THIS, BUT EVERYBODY SHOULD

JENN HOUTBY-FERGUSON, CMP CMM MATM | CHIEF STRATEGIST @ TWIST CONSULTING

'Madame Disaster' will talk about what you don't want to talk about. You know you should be talking about this, especially in an age of natural disasters, unprecedented weather patterns caused by global warming, and other scary things. When a disaster strikes, you'll face a complex situation that begins by safeguarding people and property and rapidly expands to responding to the unique circumstances created by whatever threat just took place.

Jenn will guide you through 'Revenue Management in Emergencies', giving you practical tools and protocol. She'll walk step-by-step through scenarios before, during and after the disaster. And give you insight into the legal and ethical considerations you need to know about. This session is not to be missed.

WHO ARE TODAY’S CALLERS, WHY DO THEY STILL CALL, AND WHAT CAN WE DO TO CONVERT THEM?

DOUG KENNEDY | PRESIDENT @ KENNEDY TRAINING NETWORK

Doug Kennedy has been a regular contributor to the hotel and lodging industry's most prominent publications since 1996.  His monthly hotel articles on hotel training, sales, and hospitality related topics continue to inspire readers worldwide.  Doug will guide us through a history of hotel reservations sales models from 1980’s through early 2000s; cover the four types of today’s callers; and provide tried, tested and true tips on what we can do to get them to book.

Why does this matter? Cloud5 Communications commissioned independent third-party consultant to conduct a survey of 24 hotel groups, polling senior reservation, distribution and contact center executives, with a goal of collecting call center performance data to capture insights and further advance towards the development of an industry standard. They found:

  • Contact Centers account for 20% of overall reservations and we estimate in excess of 35% of customer service issue resolution including all major loyalty programs.
  • Contact Center contribution ranges from 15% for budget tier brands to over 40% of central reservations for luxury brands.
  • Contact Centers have the highest ADR for reservations over all channels by a minimum of 10 points vs. all other channels (dollar for dollar on EBITDA contribution).

Click here to download a complimentary copy of the complete White Paper on Voice Reservations Call Conversion from our sponsor Cloud5 Communications.

 

Additional sessions to be announced.