Welcome from the HSMAI Asia Pacific and introduction and overview of the 2-day program by the HSMAI Asia Pacific Commercial Advisory Board.

The hospitality industry is increasingly driven by technology, from booking platforms to in-room experiences. By integrating commercial strategies with technological advancements, hotels can innovate and maintain a competitive edge. HSMAI is bringing the Commercial and Tech leaders together to test whether we can drive a unified vision and approach towards the hotel’s growth and customer satisfaction strategies. A combined discussion can highlight the importance of digital platforms in marketing and distribution, crucial for implementing customer-centric strategies.

This is your chance to ask questions and discuss current topics with your peers. 10 Roundtables will be setup, catering for 10-15 people at each table. There will be a facilitator at the each table and you’ll have 20 minutes at each table and can swap to another table once. So, you’ll get to take part in 2 discussion topics.

Table 1: Is AI changing your RM strategy?

• Jurgen Ortelee – IDeaS
• Jerry Estrera – IDeaS
• Clara Lee – Pan Pacific Hotels

Table 2: 

Session 1: Profitability Checklist

Session 2: Rethink how you approach purchasing technology

• Edward Wright – Amadeus

Table 3: Actionable Strategies for Instant Impact on your Ancillary Revenue program

• Dan Hiza – Plusgrade
• Michael Hofstetter – Wyndham Hotels & Resorts

Table 4. Unlocking Revenue Opportunities with Data Analytics

• Joel Lee – Revinate
• Anastasia Van Heemst – Revinate
• Joey Kang – Otelier

Table 5: Driving Direct Bookings: Where Targeting, Channels, and Audience Align for Success!

• Rajitha Dahanayake – eMarketingEye
• Casey Angus – The Garcha Group

Table 6: Structuring your Commercial Team for Success

• Omar Lahrichi – Hilton
• Mark Ryan – Accor

Table 7: Strategic Responses to Rate Parity Issues

• Anish Bhatia – Radisson Hotel Group
• Aliasger Lehry – Millennium Hotels & Resorts

Table 8: Business strategy – how to effectively shift segmentation

• Heidi Gempel – HGE Int. Pte. Ltd.

Table 9: Sustainability – Being Business ready

• Ailynn Seah – The Lumiere Consultancy
• Michael A. Kruesi – Singapore Institute of Technology

Table 10: Revenue implications of enhanced customer experience

• Nick Jeffery – Sabre Hospitality
• Tim Smits – Ciao Hospitality

In today’s rapidly evolving hospitality landscape, the traditional revenue management playbook is no longer enough. The forward-thinking hotelier must transcend numbers and forecasts to place the customer at the heart of every strategy. Join us for a transformative session on ‘Essentials of Customer-centric Revenue Management,’ where we will unveil the symbiotic relationship between revenue optimization and customer satisfaction.

This engaging session will empower you with innovative methodologies and practical insights to refine your revenue management approach. Learn how to leverage cutting-edge data analytics and customer feedback to tailor your offerings, ensuring they not only meet but exceed the evolving expectations of your guests. Discover the art of dynamic pricing strategies that resonate with customer value perception, driving both bookings and loyalty.

We will explore case studies from industry leaders who have successfully integrated customer-centric practices into their revenue management, resulting in enhanced guest experiences and improved bottom lines. Engage in thought-provoking discussions on overcoming the challenges of implementing these strategies in various hotel contexts, from boutique to global chains. Whether you’re looking to fine-tune your revenue management framework or revolutionize it with a customer-first approach, this session is your gateway to unlocking new avenues for growth and customer engagement. Don’t miss the opportunity to redefine what success looks like in the hospitality industry by bridging the gap between revenue optimization and customer satisfaction.

Discover key strategies for integrating technology into your restaurant to boost efficiency and customer satisfaction. This overview will highlight essential tips for choosing the right digital tools, streamlining operations, and enhancing the dining experience, ensuring a smooth adoption and impactful results.

In an era where sustainability is no longer a choice but a necessity, the commercial arms of hotels and resorts are uniquely positioned to drive meaningful change, not just within their operations, but also in influencing customer behavior and building lasting loyalty. This session is designed to empower commercial teams with the knowledge, strategies, and innovative practices needed to integrate sustainability into the core of their business models and customer engagement strategies. We delve into the transformative role that commercial teams can play in championing sustainability within the hospitality industry.