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2008 Hotel Technology Forum

AGENDA
Wednesday, April 23, 2008 / Arrival Day
11:30 am - 5:30 pm Golf
3:00 - 7:30 pm Registration
6:30 - 7:30 pm Welcome Cocktail Reception
After 7:30 pm Sponsor Dinners
Thursday, April 24, 2008 / First Day of Sessions
8:30 am - 4:10 pm Registration Open
8:30 - 9:30 am Networking Breakfast
9:30 - 10:00 am

* 9:30-:33: Opening Remarks

* 9:33-:40: Remarks from Forum Honorary Chairperson ( Tom Conophy, CIO, InterContinental Hotels Group, Inc.)

* 9:40-10:00: Presentation of 2008 Hotel Visionary Awards

10:00 - 10:50 am

Opening Keynote:

ROADMAP TO EXCELLENCE: Driving Top-Level Service & Bottom-Line Results

Keynote Speaker: Andrew Pascal, President, Wynn Las Vegas

Excellence in any industry is not achieved through hard work alone. Excellence, rather, demands a comprehensive strategy, clearly defined goals, and a roadmap for achieving those goals. It requires unrelenting dedication from all staff levels, and system and procedural optimization across all facets of an enterprise. In this powerful opening keynote address, Andrew Pascal, President of Wynn Las Vegas, offers an inside look at the service excellence that is at the heart of Wynn Las Vegas. Pascal shares insights on how the company achieves service excellence across all levels of the organization, and thereby earns superior loyalty from its staff and guests. He'll share what it means to achieve excellence at Wynn; how to understand and surpass guest expectations; how to motivate and inspire employees; and offers inspiration for his audience to achieve their own excellence within the lodging industry.

Attendee ROI
 

  • Creating a roadmap: where to begin
  • Inspiring an excellence strategy across all levels of the organization
  • Setting goals and expectations, and measuring success
10:50 - 11:35 am Networking Coffee Break
11:35 - 12:25 pm

GENERAL SESSION #1 / PANEL

WHAT'S NEXT IN IT? New Technologies That Will Shape Future Investments

MODERATOR
Tom Conophy, CIO, InterContinental Hotels Group, Inc.

DISCUSSION PARTICIPANTS:

  • Marshall Andrew, VP Information Technology & CIO, Station Casinos, Inc.
  • Mike Dickersbach, VP Information Technology, Thayer Lodging Group
  • Gerald Lampaert, VP Global Information Technology, Dolce International

This panel brings together leading executives from a cross-section of hotel chains to discuss next-generation technologies. They will tackle such issues as: what technologies should hotels look to invest their I.T. budget dollars today, in two years, and five years down the road?; what are the possible benefits and challenges associated with upgrading systems/investing in these new technologies; and strategies for integrating these new technologies with current systems.

Attendee ROI

  • An overview of next-generation technologies
  • What makes new technology a cost versus an investment?
  • Making the business case to invest in new technologies
12:25 - 1:50 am

Networking Luncheon

10:40 - 11:20 am

GENERAL SESSION #2 / SOLO

ONLINE BUSINESS MODEL

Speaker: James Zito, Corporate Director of e-Commerce, Morgans Hotel Group 
 
There's no doubt that a hotel's website is becoming an increasingly important tool in communicating with guests, whether the guest is in the research stage or ready to a book reservation. In fact, an effective website can mean not only the difference between a booked room and an empty one, but a whole new source of added revenue. Hear from James Zito of Morgans Hotel Group, who spearheaded the redesign of Hard Rock Hotel & Casino Las Vegas' dynamic new website, in a session that discusses several approaches to leveraging online media, and ways to optimize the technology to drive excellence on the information superhighway.
 
Attendee ROI
  • Making the most of your website to create customer engagement
  • Utilizing online media to generate traffic, acquire new customers and retain existing customer
  • Understanding online consumer behavior to create a satisfying customer experience, and one that optimizes online business
2:40 - 3:25 pm Networking Coffee Break
3:25 - 4:10 pm
GENERAL SESSION #3 / SOLO

IN-ROOM TECHNOLOGIES THAT IMPROVE THE GUEST EXPERIENCE

Speaker: Faith Taylor, VP Innovation & Product Development, Wyndham Hotels & Resorts

Year after year, in-room technology continues to be one of the most popular topics with attendees, as hoteliers seek out new ideas and debate ways to fund, market and leverage in-room investments. This year's discussion will focus on the in-room technologies that are focused around improving the guest experience. The session will also take cover genuine next-generation in-room technologies and systems, as well as eco-friendly in-room systems.

Attendee ROI

  • Innovations in design, function and usability
  • The latest in entertainment, phones, and guest gadgets
  • The guestroom of the future: RFID, robotics and beyond
5:30 - 7:00 pm

COCKTAIL RECEPTION

Friday, April 25, 2008 / Closing Day
7:30 am - 12:15 pm Registration Desk Open
7:30 - 8:15 am

Continental Breakfast

8:20 - 9:10 am

DAY TWO KEYNOTE

I.T. CONVERGENCE: ROADWAYS MERGING

Keynote Speaker: Bernard Gay, SVP & CIO, Kerzner International

There's no doubt that different types of technology systems are in the process of converging, as evidenced by the number of once dedicated lines that now share real estate on one network. A leading I.T. executive discusses I.T. convergence as it relates to the lodging industry, and how to take advantage of new advancements without getting caught in a bandwidth bottleneck. This session will also cover the benefits and challenges associate with I.T. convergence.

Attendee ROI

  • Biggest trends in I.T. convergence: TV/Internet/Phone, SFA/CRM/Revenue Management, PMS convergence, etc.
  • Are your converged systems optimized to their full potential?
  • Leveraging current investments in a convergence strategy
9:10 - 10:00 am

GENERAL SESSION #4 / SOLO

TECHNOLOGY FOR PERSONALIZATION

SPEAKER: Rick McCue, VP Brand Performance & Support for Embassy Suites Hotels, Hilton Hotels Corporation

Achieving service excellence with today's savvy guests requires a commitment to delivering new levels of personalized service. This session will discuss the role that technology plays in identifying guests, personalizing their experience, and creating a connection that will earn their loyalty.

Attendee ROI

  • Leveraging your loyalty program to achieve new levels of personalization
  • Understanding guest expectations with regard to personalization: What is the right amount of personalization, and when is it too much?
  • Empowering your employees with business intelligence tools to deliver on personalization excellence goals
10:00 - 10:45 am

Networking Coffee Break

10:45 - 11:30 am
GENERAL SESSION #5 / PANEL

BALANCING SELF SERVICE & CUSTOMER SERVICE

MODERATOR
Dr. Lisa Klein Pearo, Asst. Professor of Marketing, Cornell University's School of Hotel Administration

DISCUSSION PARTICIPANTS:

  • Jeff Heine, Director of Customer Strategy, Carlson Hotels Worldwide
  • Jim Johnson, Director of Distribution & Guest Development, InterContinental Hotels Group, Inc.
  • Jeff Pogemiller, VP Information Systems, Choice Hotels International, Inc.

This panel discussion tackles the debate: self-service vs. customer service, or are the two really in opposition at all? Leading hotel operators from a cross-section of properties discuss the role that self-service plays in their environments, the keys for making the rollout a success, and how to use self-service without compromising a personalized guest experience.

Attendee ROI

  • What do guests want and expect with regard to self-service?
  • Steps for creating a successful self-service rollout: location, employee-buy-in, marketing and more
  • Applications for self-service devices
11:30 am - 12:15 pm

GENERAL SESSION #6 / SOLO

WORKFORCE COMMUNICATIONS

Speaker: Brian King, VP & Global Brand Manager of Courtyard by Marriott, Marriott International

A hotel's front-line staff is its most valuable asset in connecting emotionally with guests. Communication with and between staff members is a core tool in maintaining a well-informed, satisfied and ultimately empowered workforce. This session will discuss the leading trends in workforce communication, and ways to train, connect with and leverage staff through communication tools.

Attendee ROI

  • Understanding different types of communication and fostering open dialogue
  • The role of an intranet in corporate and cross-departmental communication
  • Tools that enable workforce communications among front-line staff
12:15 pm

OFFICIAL CLOSING COMMENTS

12:15 - 1:00 pm CLOSING NETWORKING LUNCHEON
1:00 pm 2008 Hotel Technology Forum Concludes
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