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19 & 20 October 2022


Keynote Theatre 1

    • Tuesday


      11.00 - 11.30

      Tim Theofanou
      Nobu Hotels

      Brand Culture and Experience: What are you saying?

      Now more than ever, who you are and what your brand stands for matters. No longer is it okay to stay silent. Words are not enough; they need actions and initiatives to support them. Are you really creating an inclusive environment? How engaged are your colleagues? Is your messaging relevant and believable? How does all of this translate into guest service and experience?


      11.45 - 12.15

      Max Fenlon
      PPHE Hotel Group

      Financial Partnership for Business Growth

      This session will look at how Finance has evolved as a discipline in hospitality creating three core areas; Operational Finance, Business Support, and Technical Support. Through this evolution we will discuss the role of Operational Finance within the industry, and how Finance needs to have an active leadership role in the business, to assist in driving business improvement and operational efficiency.


      12.30 - 13.00

      Jo Berrington

      EAT, LOVE, PRAY, Learnings from a Global Pandemic

      The story of how to trade out of a global pandemic, discussing the delicate balance of investment with saving with the support of your team and the board, repositioning the brand to compete in the new world and using data to drive and support your decision making.


      13.15 - 13.45

      Patrick Apostolo
      Radisson Hotel Group

      Making your Customer Experience Consistent

      Designing customer experience is a very complex task, but making the organization fit to deliver consistently the customer experience you desire is even more complicated. Deploying the right technology enablers into your operations ecosystem and advancing into service industrialization are key elements to succeed


      14.00 - 14.30

      Gordon Bruce
      Room To Breathe

      More than Wellness – The Evolution of Safer, Healthier Indoor Environments

      With the world still firmly in the grasp of COVID-19, our country has still opened its doors for business. Given what we now know about the virus, in reality, are we really prepared to manage the risks to our already decimated industry? Furthermore, with changes to building design and living habits, the indoor environment can have a significant impact on our health and wellbeing. Join Gordon Bruce to find out more about what you can do to provide safer, healthier indoor environments.


      14.45 - 15.15

      Andrew Robb

      Planning for Expansion: When and How to Invest

      Following the most turbulent year this industry has seen, what are the most important factors to consider when contemplating the expansion or redevelopment of your hotel? From rigorous assessments of regional demand, competitor analysis and both short and long term booking trends, to looking at structural feasibility, when is a good time to invest in expansion, and when should you start to see a return on investment?