HSMAI Third Annual Revenue Management Conference. Total Revenue Management A practical Approach. Delegate Information pack

HSMAI Third Annual Revenue Management Conference

Total Revenue Management – A practical Approach

7

February 2013

Delegate Information pack

Welcome!

Total Revenue Management, a Practical approach is the theme for the HSMAI Europe Third Annual Revenue Management Conference.

The conference addresses the unique challenges that those responsible for revenue management face in optimising revenues across all profit centres, including developing a cross departmental revenue

management culture, sourcing the tools and technology available to support total revenue management programmes, and the implementation process.

Roundtable sessions are scheduled to allow for in depth discussion on how to work with the contributing profit centres including menu engineering, profitability benchmarking and the key performance indicators available, spa profit management and marketing, upselling, plus optimizing channel management, and improving booking engine conversion rates. This event offers a unique opportunity to evaluate Total Revenue Management in one day, and uncovers the benefits and the pitfalls to be overcome when putting a programme together.

The conference is created by HSMAI Europe’s Revenue Management Advisory Board, a team of senior operational directors with revenue responsibility from across Europe, committed to developing a programme that addresses top of mind issues for today’s Revenue Managers.

Enjoy the conference!

Ingunn Hofseth, President HSMAI Europe ,

Ally Dombey, Conference Producer, Revenue by Design Ltd

Agenda Total Revenue Management February 7

2013 London

_{Arrival & Registration}

09.00 – 09.10

_{Welcoming Address Heiko Siebert Vice President Distribution Moevenpick}

Hotels

09.10 – 09.55

_{Panel – Creating a Total Revenue Management Programme - the benefits}

and the pitfalls



Chris Cooper Group Revenue Director Rocco Forte Hotels



AnneMarie Gubanski Taktikon



Marta Varela Global Director Revenue Management Meliá Hotels

International



Heiko Siebert Vice President Distribution Moevenpick Hotels



Moderated by Wilko Weber, Swiss Hospitality Solutions

09.55 – 10.20

_{Keynote – The Spa View point}



The challenges and the considerations in relation to Revenue

Management – and ultimately profitability for Hotel Spas

Catherine Whittle Managing Director Spa Partners

10.20 – 10.45

_{Keynote - Introducing Total Revenue Management - Optimising}

Profitability



Thibaut Sellier , Corporate Revenue Manager Kempinksi

10.45– 11.15

_{Coffee Break and networking}

Roundtable Discussions

Tackling Total Revenue Management – the Tools & Techniques available

Concurrent sessions exploring Spa, digital marketing, benchmarking and

revenue optimisation case studies

Session Timings

_{Session 1}

11:15 – 11:45

Session 2

11:50 – 12:20

Session 3

12:25 – 12:55

Plus 5 minutes for you to change from one table to the next

Roundtable 1

_{STR Global – Total Profitability benchmarking}

Roundtable 2

_{Pingvinen – Optimising menu profitability and menu engineering}

_{Nor1 – The importance of a data-driven Upsell Strategy}

Roundtable 4

_{Avvio – Increasing conversion rates through your web booking engine}

_{TravelClick – Understanding and using forward all-channel competitor}

performance data to maximise profitability

Roundtable 6

_{RateGain - Review: Rate: Distribute – Joining the dots to maximise revenue}

_{ReviewPro –Driving revenues from Guest reviews}

Roundtable 8

_{Spa Partners – Challenges and considerations in relation to Revenue}

Management and profitability for Hotel Spas

Agenda Total Revenue Management

14.00 – 14.45

_{Panel – Can the Systems cope? What’s available to support Total Revenue}

Management?



Guy Barnes Senior Account Manager, IDeaS Revenue Solutions



Dave Courteen Managing Director, Imagine Spa Management



Mike Day, CEO IndiCater Food and Beverage profitability

management



Richard Oram Product Manager, Micros Systems



Moderator Warren Mandelbaum Director Revenue Management

Consultancy Ltd

14.45 – 15.10

_{Keynote – Restaurant Revenue Management – A case study}



Stephen McManus – Former MD Sodexo Prestige, Food and

Beverage Expert

Roundtable Discussions

Tackling Total Revenue Management – the Tools & Techniques available

Concurrent sessions exploring Spa, digital marketing, benchmarking and

revenue optimisation case studies

Session Timings

_{Session 4}

15.10 – 15.40

Session 5

16.15 – 16.45

Plus 5 minutes for you to change from one table to the next

15.45 – 16.15

_{Networking break}

Roundtable 1

_{STR Global – Total Profitability benchmarking}

Roundtable 2

_{Pingvinen – Optimising menu profitability and menu engineering}

_{Nor1 – The importance of a data-driven Upsell Strategy}

Roundtable 4

_{Avvio – Increasing conversion rates through your web booking engine}

_{TravelClick – Understanding and using forward all-channel competitor}

performance data to maximise profitability

Roundtable 6

_{RateGain - Review: Rate: Distribute – Joining the dots to maximise revenue}

_{ReviewPro –Driving revenues from Guest reviews}

Roundtable 8

_{Spa Partners – Challenges and considerations in relation to Revenue}

Management and profitability for Hotel Spas.

16.45 - 17.30

_{Panel – Impact of mobile on Rooms and F&B Revenues}

Paschal Nee Co-Founder MTT, Mobile Travel Technology

Paul King Regional Manager, Revenue Optimization EMEA at Sabre

Hospitality Solutions

Heather Leisman Managing Director EMEA Hotel Tonight

17.30 – 17.45

_{Update on HSMAI Revenue Academy}

17.45 – 18.00

_{Update on HSMAI membership and benefits in Europe and the UK}

_{Closing Remarks}

The Speakers

Heiko Siebert, Vice President Distribution, Mövenpick Hotels & Resorts, Head of the HSMAI Revenue Management Advisory Board

German-born Heiko Siebert joined Mövenpick Hotels & Resorts as Director Reservations and Revenue Management in July 2001, and was promoted to Vice President Distribution in 2006.

His duties include the management of Mövenpick Hotels & Resorts’ global electronic reservation systems, including website, mobile, CRS, monitoring consumer activities and travel agency partner relationships to deliver hotel reservation and booking capabilities worldwide, leading a team and integration of new hotels, establishing network and ensuring colleague network

knowledge/ proficiency. Heiko has a wide experience of Revenue Management and Sales gained from his previous positions with Arabella Sheraton,

Intercontinental and Holiday Inn. In 2011 he obtained the Master of Business Administration – OneMBA Programme – at the RSM Rotterdam School of Management, Erasmus

University. He also holds a Certificate in Hospitality Management from Cornell University. Heiko is married and has two children. His hobbies include sports, reading and travelling.

Keynotes

Catherine Whittle, Managing Director, Spa Partners

A successful career spanning almost 30 years, involved in all aspects of sales, marketing & revenue management within the hotel & more recently the spa industry. Catherine spent 10 years as Sales & Marketing Director for The Vineyard & Donnington Valley Hotels, during which time she headed up the Revenue & Reservations Team, assisted with the development of a bespoke PMS & CRM software system for the group and launched the Health Club & Spa at Donnington Valley. In 2010, Catherine took on the challenge of setting up www.bookaspa.com, on behalf of leading golf operator, GolfBreaks.com. In 2011, she launched her own company Spa Partners www.spapartners.co.uk specialising in helping hotel spas with their marketing & selling strategies, giving advice on working with 3rd party spa operators & also offering spa specific sales training & mystery shopping. She has recently launched a brand new

benchmarking service for hotel spas. In 2008, Catherine was Chairman of the HBAA Partners (Hotel Booking Agents Association).

Thibault Seillier, Corporate Revenue Manager, Kempinski Hotels, member of the HSMAI Europe Revenue Management Advisory Board

Thibaut Seillier is based in Geneva, and has been Corporate Revenue Manager at 5-star hotel chain Kempinski Hotels since September 2010. He is charged with Revenue management and pricing strategy for Kempinski globally (72 hotels). He created the first Kempinski Revenue Academy in 2012, identified and developed corporate offers to boost revenue during need periods, monitored forecast accuracy and future/ competitive performance on a global basis. Prior to this, he held a similar role as Senior Corporate Revenue Manager at Banyan Tree Hotels & Resorts, based out of Singapore (May 2008 – August 2010) and Regional Business Analyst, Pricing & Revenue Management at Club Med - Singapore (November 2006 – May 2008). He is able to provide the perspective of an high-end hotel chain revenue management."

Stephen McManus, Food and Beverage Service Professional

Stephen is a Food and Beverage service professional, having worked for over 30 years in many sectors of the food, beverage and hospitality sectors. Having previously worked for Forte Hotels and Restaurants both here and abroad,he then became Managing Director of Sodexo Prestige in the UK, a position he held for over 8 years, with responsibilities for numerous restaurants, venues and major events across the country. Stephen is currently a lead consultant with Buell Consulting, one of the country's leading independent consultancy where he provides consultancy services to a number of hotel, restaurant and food service companies.

Creating a Total Revenue Management Programme

Christopher Cooper, Group Director of Revenue Management, Rocco Forte Hotels, member of the HSMAI Europe Revenue Management Advisory Board

Chris is the Group Director of Revenue Management at Rocco Forte Hotels, a major player in the luxury hotel market, with a diverse portfolio comprising of 13 hotels and resorts in Europe and the Middle East.

Chris' career in Revenue Management spans over 15 years. Having completed his BA (Hons) in Hospitality Management in Edinburgh, he joined InterContinental Hotel’s Fast Track programme. During a ten year tenure, Chris worked in numerous Operational and Revenue Management roles throughout Europe, latterly assuming the role of Divisional Revenue Manager UK & Ireland across all IHG brands.

From IHG, Chris moved to the role of Head of Revenue and later onto Head of Commercial at the Mint Hotel Group.

Anne Marie Gubanski, Director, Taktikon

Annemarie Gubanski has a long experience within Revenue- and Hotel

Distribution Management. Having worked at both small as larger hotel chains, at hotel level as well as centrally and on Management positions, she is able to assist both Revenue Manager as well as a Revenue interested Management Team. Annemarie is a popular speaker and trainer, giving inspirational lectures at all levels with topics such as Total Revenue Management, Profit Management, Sales and Service and masterclasses within Revenue

Managementwww.taktikon.com Tel: +46 (0)73 9044 222 info@taktikon.com

Marta Varela, Director of Global Revenue Management, Meliá Hotels International

After 15 years experience gained at Hilton, Marta joined Meliá Hotels

International in May 2011. Her goal on this new adventure was to make use of her knowledge and know-how as to help implementing and deploying the Revenue Culture into MHI. Marta’s first role within MHI was to lead Revenue Management within the Premium Brands, before being appointed as Director of Global Revenue Management. Marta is since responsible for the worldwide Revenue Management strategy for Meliá Hotels International and for the implementation of projects within the strategic line of Revenue Culture. Marta’s role at MHI is based on leading the implementation of an advanced model of

Revenue Management worldwide. She is responsible to establish and manage the policies related to Revenue Management with the objective of maximising revenues at each one of the Brands as well as to support and co-ordinate both, Brands and Global Sales on the Pricing Strategy by market segment in order to achieve the correct balance between Pricing and Occupancy as to maximise RevPar and GOPPAR. Wilhelm (Wilko) K. Weber, Partner, SHS Swiss Hospitality Solutions,

Wilhelm K. Weber, Partner, SHS Swiss Hospitality Solutions,

has a broad experience in Revenue Management and Distribution across Europe and Middle East. After graduating from the

Swiss Hotel School Lucerne SHL he continued his studies in Business

Adminstration and Marketing at the Graduate School of Business Administration, Zürich, University of Wales, University of St Gallen.

Today he lectures Revenue and Yield Management at several institutes including SHL, SSTH, MBA Salzburg/St Gallen, Futour. Wilhelm has published two books (Dynamic Pricing (2008) Modern KPIs for Hotels (2012) and numerous articles, and was awarded Young European Industry Leader in 2010.

Can the Systems Cope?

Guy Barnes, Senior Account Manager IDeaS

Working at IDeaS, a global leader in Revenue Management Solutions, Guy Barnes has over ten year’s prior Revenue Management experience in the hotel industry. Based out of SAS UK headquarters, Guy is responsible for IDeaS’ key strategic accounts with hotel groups globally and within the EMEA region. Previously, he was responsible for implementing IDeaS revenue management solutions, worldwide.

Prior to joining IDeaS, Guy held a number of corporate revenue management positions with Forte and then Macdonald hotels.

.

Dave Courteen Managing Director, Imagine Spa Management

Dave Courteen is the Managing Director of Mosaic Spa & Health Clubs, a contract management company of health clubs and spa’s based

predominantly in hotels. Dave started Fitness Express, the health club management side of the business along with his friend and business partner Steve Taylor in 1997. The Fitness Express philosophy was the same then as it is now – to operate health clubs that are fun and friendly to belong to. By over delivering on customer expectations the business grew as more hotel operators appreciated the value of having a focussed team operating their health club.

In 2004 Dave and Steve sought to bring the same 'make a difference', people-orientated philosophy of Fitness Express to the spa market. They wanted to solve some of the service delivery issues they had experienced when they visited spas themselves.

Today the business operates over 30 facilities across the UK and employs over 350 staff. Most sites are operated under a branding chosen by the client rather than imposed by the Mosaic team. The spas continue to perform ahead of client expectations and ahead of the industry perceived norms.

Mike Day, IndiCater – Co-Founder and Chief Executive

Mike Day is a hospitality entrepreneur and responsible for the formation of two successful hospitality companies. The first, Customised Contract Catering, was founded in 1991 running 65 restaurant outlets, employing 450 staff, and with a turnover in excess of £7m. The company was acquired by Granada in 2001. Mike then went on to create what is now one of the UK’s leading providers of back office management software to the hospitality sector, IndiCater Ltd. The company provides a unique range of applications that helps clients manage and control costs, as well as drive business efficiencies and revenues. IndiCater’s applications include Finance & Profit Manager, StORM (Stock, Ordering & Recipe Manager), e- Procurement, Employment & HR, , Hospitality Ordering, Virtual Deli, Company Intranet, and CRM & Event Manager. Current clients inlcude Principal Hayley Hotels, Wivenhoe Hotel, Rhubarb at the Royal Albert Hall, Lindley, G4S, CH&Co, Innventure Inns, Poncho No 8, University of Stafford and one in four UK contract caterers. In addition to running two successful businesses, he has held senior executive posts with Grandmet, Granada (now Compass), David Lloyd Leisure, and the Maxwell Group. Richard Oram Hotel Products Manager UK & Ireland MICROS

Richard has been with Micros in the UK since 1999 initially as part of the Fidelio v6 & v7 PMS installation team and in 2001 had the chance to be involved with the first Opera PMS v1 rollout across 70 sites and then with the first rollout of integrated ORS/PMS environment in 2003. Since those early days of Opera Richard has seen the product grow from v1 through to the latest v9 and the client base grow from the initial 70 sites to just under 2000 hotels running Opera across the UK & Ireland. Richard is now the Hotels Product Manager for Micros in the UK with a dedicated team of product specialists behind him helping deliver all aspects of Opera

Enterprise Solution to our ever growing market, helping Micros remain #1 in the UK & Ireland. Richard’s introduction to hotels was purely accidental as a barman at a city centre hotel while at University, followed by what was supposed to be a part time job at a hotel which lasted 4 years, during which time they installed Fidelio v6 and as they say the rest is history. Our key focus at the moment is the development of the long awaited OPERA9 which will provide a new user experience to the system and enable new tools to be integrated with the system to improve revenue management reporting and opportunities.

Warren Mandelbaum, Director, Revenue Management Consulting Ltd

As a specialist revenue management consultant to the hospitality industry, Warren brings a wealth of experience in supporting companies wishing to invest and evolve their focus within this specialised and highly profitable niche area. With a proven track record of successfully developing a revenue focused culture and establishing a framework for supporting businesses centrally, strategic benefits are realised. Warren has held senior management positions operating at an executive level in FTSE 100 and international businesses including Whitbread Hotels & Restaurants (Premier Inn), Hilton Worldwide, Jurys Inns, Guoman & Thistle hotels, Hilton & Stakis hotels and IHG.

Eager to increase the profile of revenue management within the sector, Warren is a Board member of the Hospitality Finance, Revenue and IT Professionals

Association (HOSPA formerly BAHA), Chairman of HOSPA’s Revenue Management Community (HRMC), Board member and Editor of the Revenue Management Society, Moderator and Key Note speaker at EyeforTravel international wide events and Mentor at Oxford Brookes Business School.

Impact of Mobile on Revenues

Paul King Director, Revenue Management EMEA at Sabre Hospitality Solutions

Paul is Director Revenue Management EMEA at Sabre Hospitality Solutions. Prior to this, Paul joined Red Carnation as Reservations Manager at the Montague on the Gardens. Upon the creation of the Central Reservations Office Paul was appointed Yield Systems Manager - establishing standardised procedures and practices across the London region. Paul was promoted to head of the Revenue Management Department, completing projects such as CRS migration, RMS implementation, branding of new properties purchased, as well as giving advice and guidance on strategy. He also delivered Revenue Management and Finance training, recognised by the ILM. Paul’s goal is to maintain this learning and share with others, in particular those who are just starting their career in our Industry, so that they are equipped to take it forward to the next level.

Heather Leisman, Managing Director EMEA, Hotel Tonight

A travel and adventure enthusiast, Heather Leisman brings more than 17 years of travel experience to her role as Managing Director for Europe at

HotelTonight, the first mobile app for online bookings. Prior to joining HotelTonight, Heather served as Vice President of Partner Development and Operations at the luxury flash sale site Jetsetter, and before that as Senior Director of Merchandising at

Orbitz Worldwide. Heather holds a Bachelor of Science in Economics from the University of Pennsylvania’s Wharton School of Business.

Paschal Nee, Head of Consulting and Co-Founder MTT, Mobile Travel Technology

Paschal is an expert in travel e- and m-commerce systems. Formerly the Director of Product Delivery at Sabre, Paschal has overseen the development of online and mobile commerce systems for many blue-chip travel companies. Paschal is a co-founder of Mobile Travel Technologies Ltd. (MTT) which was founded to address the need for sophisticated mobile solutions for the travel industry. MTT’s mobile travel platform has been built to address the specific needs of Hotels, Airlines and Travel Management Companies. MTT is uniquely positioned as a mobile travel specialist, with a team drawn from mobile software development, travel technology and design backgrounds. MTT has built up an impressive client base of leading hotel chains and airlines which includes the Jumeirah Hotel Group, Atlantis The Palm Dubai, Malmaison, easyJet, Flybe and Qantas Group airline Jetstar.