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    Hospitality Industry Technology Exposition & Conference

    April 10–11, 2019
    Palau de Congressos
    Palma, Mallorca - Spain

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HSMAI ROC & DOC - Updated program

HSMAI Europe 14 March 2019
ROC 'n Roll, Collaborate and Interact with thought-leadersWelcome to Europe's number one place for the latest trends and news in Revenue Optimization, Digital Marketing and Distribution for the travel and hospitality industry at Melia Palma Bay and Palau de Congressos de Palma, co-located with HITEC Europe 2019- and you are very welcome to attendYou'll want to ROC 'n Roll all day long when you meet our many speakers and delegates. We have a great venue and we will raise the energy level with the best speakers, great music and food.Press here to see our updated programDid you know?HSMAI will be in Palma de Mallorca hosting several events from April 9th to April 11th. Have a look by pressing here.Do you need accommodation?The HSMAI activities takes place next door to Hotel Melia Palma Bay. We have reserved many rooms there and also at other Melia Hotels.The rates for all hotels are 159 euro per night including breakfast and vat. For double rooms (2 persons) the rates are 174 euro. Press here to secure your room already today!A big thank you to our dear Partners

Welcome to HSMAI Europe's Digital Expert LAB, an eLearning program, available now

HSMAI Europe 31 August 2018
Currently working in a management role within hotel distribution and/or marketing? Taught by leading industry figureheads, HSMAI Europe's Digital Expert LAB courses will help upskill and develop your digital knowledge, enabling you to draw out new digital insights and make strategy driven decisions that benefit your company.A big investmentHSMAI Region Europe has taken a big investment for the program and the new website ( and has also over a lengthy period been working with a passionate group of industry experts amongst our members, on our latest educational initiative: The Digital Expert LAB. Together we successfully created a series of videos in which hoteliers and technology providers share their experience, ideas and tips - all centered around a topic relating to "digital".HSMAI Region Europe's aim is to provide the industry with a source of information on Digital Distribution and Marketing, that will help to decrease the gap between inhouse knowledge and the fast changing developments in the digital world around us.Free for HSMAI membersFollowing the many positive reactions on the LAB initiative from our Advisory Board members given prior access to it, HSMAI Region Europe now decided to offer the content to its corporate members for free. We encourage you to learn, stay curious and share with each other internally. Maybe let the HSMAI members in your management team use it to prepare your business and marketing plan? We are sure that it will create great discussions.Why should you complete HSMAI Europe's Digital Expert LAB?Inspiration - Digital is big business, and it's only going to get bigger! We need the right skills to maximise all of the opportunities that digital offers todayTogether - HSMAI Region Europe wants to help bridge the gap between rapid digital developments and a need for in-house digital knowledgeLearn, Share & Create - Industry leaders and experts share their experience and provide hands-on advice to help you to identify and create new digital opportunitiesThank you!A special thank you to two of our Advisory Boards for their guidance; the HSMAI Region Europe Distribution Advisory Board and HSMAI Region Europe Marketing Advisory Board."We all know how to greet the guest warmly, provide a great experience and serve wonderful food. Unfortunately, for the modern Hotelier this is not enough. HSMAI Europe's Digital Expert LAB teaches how to professionally run, sell and market your hotel in the age of iPhones, Netflix and Uber"Nils Korsvoll, VP Distribution, Eberry by Nordic Choice Hotels"HSMAI Europe's Digital Expert LAB is a unique initiative that provides a one stop shop for our industry to access a wealth of knowledge, delivered by industry experts and thought leaders, with a multi-channel, customer focused and commercially minded approach"Suzie Thompson, VP - Marketing, Distribution & Revenue Management, Red Carnation HotelsA big thank you to our members and partners for their contributions:- AccorHotels- Avvio- Cendyn- eHotelier- Google- Moevenpick Hotels & Resorts- Sokos Hotels- TripAdvisor- 80 DaysTake advantage of your HSMAI Region Europe membership and download the Digital Expert LAB today: are hosting our courses.Not an HSMAI corporate member yet? Become a member today!

Here are the finalists for the HSMAI and Customer Alliance Guest Experience Award UK

HSMAI Europe 31 August 2018
HSMAI Region Europe, in cooperation with the german based company Customer Alliance, will hand out national awards on the upcoming HSMAI Day UK in London on Friday 14th September, and the HSMAI Days to come in other countries this autumn.The awards are based on customer satisfaction data and reviews from different portals, such as TripAdvisor,,, Google, Facebook and more, divided into three categories; Hotels, Restaurants and Attractions. Customer Alliance has sourced an overview of the UK hospitality market that is as complete as possible.The winners will be announced at the HSMAI Day on September 14th at the Chesterfield Mayfair Hotel in London.Here are the finalists in the United Kingdom:HotelsCitadines Trafalgar Square LondonFraser Suites Edinburgh, ScotlandFraser Suites Glasgow, ScotlandPark Plaza London Park RoyalPark Plaza Westminster Bridge LondonPlaza on the River, LondonRadisson Blu Hotel, EdinburghSt Martins Lane HotelThe Cavendish LondonThe Principal YorkRestaurantsAdam's RestaurantCafe CittaCherry Trees Coffee HouseMaison Bleue Modern French Restaurant - Bury St EdmundsOn The Hill RestaurantPaul Ainsworth at Number 6SalamanderThe Black Swan at OldsteadThe Clink CymruThe Old Stamp House RestaurantAttractions and experiencesCamera Obscura & World of IllusionsCavern ClubChurchill War RoomsHawk Conservancy TrustKelvingrove Art Gallery and MuseumNational Museum of ScotlandNational Railway Museum YorkRoyal Yacht BritanniaThe Minack TheatreThe Roman BathCriteriaCustomer Alliance utilised a range of criteria to evaluate the candidates and determine the shortlist of 10 candidates in each category. This included assessing not only the quantity or average score of the reviews over the past 12 months but also the responses to guest feedback by management alongside an internal, proprietary semantic analysis to understand the feedback left by guests at almost 200,000 hotels, restaurants and attractions across the United Kingdom.Customer Alliance has sourced an overview of the UK hospitality market that is as complete as possible, the same applies for the countries where we host the HSMAI Day; Germany, Holland, Norway, Spain and Sweden, to begin with (please see dates and program below).The Awards will be handed out annually, reflecting the past year, so the candidates cannot rely on great performances from previous years.See the program for the HSMAI Day UK on September 14th here.Please contact Project Manager Linda M. Ramberg for more information.Email:, Mobile: +47 928 03 694The HSMAI Day and national award to be presented in several European cities:The HSMAI Day UK, London, Friday September 14thThe HSMAI Day Norway, Oslo, Monday September 24thThe HSMAI Day Holland, Amsterdam, Thursday October 4thThe HSMAI Day Sweden, Stockholm, Thursday October 11thThe HSMAI Day Germany, Berlin, Tuesday October 16thThe HSMAI Day Spain, Madrid, Tuesday October 23rdAbout HSMAI Region EuropeHSMAI - Hospitality Sales and Marketing Association International (HSMAI) - is a global organization founded in the US in 1927. HSMAI Region Europe is the European arm of the organization.The mission is committed to growing business for the hotel, event and travel industry and their partners, and is the industry's leading advocate for intelligent, sustainable revenue growth on a local, national and European level. The association provides practical tools, insights, and cutting edge expertise to enable knowledge sharing and enhance professional development as well as fuel sales, inspire marketing, transform businesses digitally and optimise revenue.Our Service PledgeWe pledge to provide transparent and neutral environmentsWe pledge to drive personal and professional growthWe pledge to be your industry point of referenceWe pledge to provide you with cutting edge tools to grow your businessWe pledge to go above and beyond to engage youAbout Customer Alliance- By collecting, distributing and analyzing guest reviews, Customer Alliance helps independent and chain hotels take control of their reputation and increase revenue.Customer Alliance was founded in 2009 in Berlin, thousands of independent and chain hotels worldwide work with Customer Alliance's 90+ employees to manage and improve their online reputations and increase revenue. Within one industry-leading solution hotels collect, distribute, and analyze their guest reviews from across the web, giving them a competitive insight into their hotel's performance. Hotels can now better understand their guests and boost their revenue.For more information, please contact:Ingunn HofsethPresident & CEO, HSMAI Region EuropeEmail: ih@hsmai.noWeb: www.hsmai.euTorsten SabelCo-founder and COO, Customer AllianceEmail: ts@customer-alliance.comWeb:"Delivering first class service to all guests is the goal of any hospitality establishment, and we're excited to be able to recognise the best of the best with the HSMAI & Customer Alliance Guest Experience Award. Too often the great service that hoteliers, tour operators, and other hospitality companies deliver goes unnoticed or is taken for granted. It's a fantastic opportunity to give recognition where it's due and we feel that there is no better partner to achieve this with than HSMAI," stated co-founder and Chief Operation Office of Customer Alliance, Torsten Sabel, adding "We're excited to announce the national winner in the UK in September, at the HSMAI Day UK at the Chesterfield Mayfair Hotel.""By restricting the survey to the previous twelve months, this can be done annually, reflecting the past year. That means that candidates cannot rely on great performances from years gone by, which could potentially inflate or deflate the lifetime average score," Torsten Sabel explains.

Mike Leven Mentor Program

HSMAI Europe 27 April 2018
Regardless of whether you work on a national, European og global basis and have a lengthy experience in management, the demand for increased competence is on the rise. The industry is changing rapidly, the market is challenging, which is why it is more important now than ever to keep abreast of developments, and continuously improve our skills and learn from others.Mentoring is a two-way process. Not all executives are good as mentors. The mentors who are committed to constantly developing and learning themselves are the best mentors. They appreciate that the work with mentees provides learning and development for themselves too. In addition to what ever assistance you may receive internally HSMAI wants to be there for you - throughout your whole career.The program is aimed at all age groups and levels in the industry. A pan-European mentor program working across different disciplines and companies within travel and hospitality can prove to be favorable for mentors and mentees, personally, professionally, but also for the respective companies and for the industry as a whole.If your company is an HSMAI member you may enter the program for free, with no other expenses than transport and accommodation.The program has been developed in close cooperation with Mike Leven, who will assist in selecting and coaching the mentors. In other words we here have a golden opportunity to learn from one of the absolute best in the field.This will take place in Florida this fall, and again in the spring of 2019. Twice in total, included dialogue over Skype or similar platforms.Few, if any, fascinate me more than Mike. He is one of the most prominent US hotel icons, but it is his warmth, wisdom, humility and commitment to leadership, customer service, which is quite unique, and the way he works to improve and empower those around him, that really makes him stand out.Mike has been working internationally all his life, and is up-to-date in most areas, including politics. I have had the distinct pleasure to have him as my mentor for more than three years, and counting, but now it's time to take it to the next stage, coaching future mentors for The Mike Leven Mentor program.Please read more here : are really looking forward to hearing from youWarm regards,Ingunn HofsethPresident & CEOHSMAI Region Europe

The HSMAI Region Europe Awards 2017

HSMAI Europe 12 April 2018
We have new criteria this year, recognizing the entire specter of commercial leaders from the whole industry, which will go hand in hand with our new initiatives - Winning for Customers - The Service Pledge and The HSMAI Day.The entertainment was provided by NeedMusic and the highly popular Norwegian singer/songwriter Alejandro Fuentes, clearly contributing to the high spirits throughout the night.The list will "live" the whole year through, and you will meet several of the Top 20 winners at The HSMAI Day, taking place in the city they are based in during the fall - or in London in September, at The HSMAI Day there. They will be invited to share some of their experiences as leaders. Both success stories and what has been less successful. They will also share experiences about how their leadership style developed over the years.Here are the criteria: The HSMAI Region Europe Awards 2017 will recognize the people deserving to be awarded for their great work in Hospitality, travel, and tourism this year. Join us to celebrate the Europe's Top 20 Extraordinary minds and contributors to the industry of Commercial & Revenue Optimization Leaders.The hospitality and travel industry requires creative thinkers, innovators and team players. The HSMAI Region Europe Top 20 honors these top achievers in leadership, sales, marketing, and revenue optimization of hospitality, travel and tourism organisations for their accomplishments. HSMAI Region Europe recognizes leaders that are high achievers who stand out through their creativity and innovation, cutting-edge programs, triumph in challenging situations that result in dramatic gains. The people nominated for this list have also made incredible contributions to the industry as a whole, not just the companies they are representing.-The hospitality and travel industry requires creative thinkers and innovators. The HSMAI Region Europe Top 20 honors these top achievers in hospitality, travel, and the tourism industry for their accomplishments. The people nominated for this list have also made incredible contributions to the industry as a whole, not just the companies they represent, says HSMAI Region Europe President and CEO Ingunn Hofseth.Press here to see all the winners!

European HSMAI initiative to go global with Mike Leven onboard

HSMAI Europe 6 April 2018
-For many years HSMAI in Europe has nurtured plans for the Winning for Customers - The Service Pledge concept, an initiative made to improve the quality of service and to assist companies and organizations to develop their Service Pledge - internally and externally, to increase pride and satisfaction among employees and thereby contributing to increased profitability, says HSMAI Region Europe President and CEO Ingunn HofsethThe Mike Leven Mentor ProgramWinning for Customers - The Service Pledge based on Mike Leven's philosophy-For many years I have wondered what strategy is most important amongst the many. I now believe the Winning for Customers - The Service Pledge is the single best,' Mike Leven says in a recent remark.Most companies have a vision. Many also have a set of values. It is HSMAI Region Europe's conviction that it should be equally important to have a vision that relates to the company's service delivery, service recovery and service reputation. These are among the things the Service Pledge program will help create. The program is based on four pillars; Customer Service, Company Culture, Communication and Service Recovery, integrated, seamlessly and positively, to make a considerable difference in how the organization's customer service and the credibility of its Service Pledge are perceived.Coaching for execsIn addition to the Winning for Customers - The Service Pledge program, an international platform for mentoring travel and hospitality executives is underway, in the form of The Mike Leven Mentoring Program.'We see a need for coaching in order to reach our goal. General Managers and head office employees need coaching, too, which is why the mentor program has to go hand in hand with the Service Pledge initiative. For the HSMAI Region Europe Mentor Program we will start with the leaders who have the right passion and attitudes,' Hofseth explains.'We will reach out to those who show their passion for developing others and are willing to share insights and experience with other industry professionals. The mentor program will be held in Mike Leven's name. We believe in his leadership philosophy. We want to handpick the mentors who have the same values and the same passion to implement that philosophy,' she says.The planned initiatives include mentor coaching in Florida with Mike (for potential mentors), a 2019 summer camp in Europe, video and webinars, material og video clips for the knowledge bank and more.-For the last four years I have spent a lot of time with Mike and we like to work together,' Ingunn Hofseth says, adding: 'The two initiatives are closely related. Mike Leven will provide a donation of USD 100,000, divided on USD 50,000 each year for two years. In addition he will assist us in our coaching. We are now looking for persons and companies who share the same vision and passion, and will help us to fund and be part of this wonderful initiative'.The launch of the initiative will take place in London in September. Please contact Silvia Kolk at for more information.About Mike LevenMichael A. Leven, also known as Mike, has been Chairman and Chief Executive Officer at Georgia Aquarium, Inc. since January 2015 in his sort-of-retirement years.Before that he was the President and Chief Operating Officer of Las Vegas Sands Corp.A longtime industry leader and a "hotel icon", Michael is currently the Volunteer Chief Executive Officer of the Georgia Aquarium. He has an impressive career in hospitality with over 50 years of experience in top positions in hotels. Until 3 years ago Michael has been the President and Chief Operating Officer of the Las Vegas Sands Corporation where he leveraged his sales and leadership skills to turnaround the largest hotel gaming company in the world. His previous managerial positions also include the President and COO of Holiday Inn Worldwide and the President of Days Inn of America, as well as the Vice Chairman of the Marcus Foundation, a philanthropic organisation founded by Bernie Marcus, co-founder of The Home Depot, Inc.Michael is a great supporter of HSMAI in the US. He has also been the past international Chair of HSMAI. In the US the HSMAI Leadership Day is named after him in honour of his extraordinary leadership skills and his lifelong commitment to developing the industry. Together with the Las Vegas Sands Corporation Michael made a generous donation totaling at $1.5 million to HSMAI in the US.Michael is a co-founder of the Asian American Hotel Owners Association (AAHOA) which now has over 7,000 members. He holds a Bachelor of Arts from Tufts University and a Master of Science from Boston University.Mike Leven quotesI measure success on what you have done to other people not what you have done for yourself .I developed an early sense of the customer and satisfying that customer. I always objected to some of the resistance from the financial side of the industry, which prevented the satisfaction of the customer.Lots of people can make financial turnarounds and grow businesses, which I've done. But when you have a chance to establish an idea and an organization that changes the course of history and changes the course of many lives, well that stands out as a very important accomplishment to me.(When speaking of his accomplishments in co-founding AAHOA)Status Quo is a Prescription for FailureMike Leven's principles for running a business include:-- The customer is not always right, but is always the customer-- Every employee is a human being who deserves dignity and care, and it is OK if they ask why, rather than simply accept an order because people often need an explanation for why they should do things. If you have to fire one, make sure you never take his or her dignity away-- Listen more than you talk-- Participation in industry activities is not only a giving experience to others, but is a learning experience for yourself-- Remember this is a human industry where you can touch thousands of people and build friendships. Competitors are not enemies-- No matter how much money you make, someone always makes more - and somebody else makes less-- You should enjoy every obligation because with obligations done, responsibility is earned and success follows. But despite what you hear, realize that 'don't sweat the small stuff' is a bad strategy. Your life is made up of small stuff so live with it-- The boss is not always right, but is always the bossPhoto: Mike Leven (stock photo).


HSMAI Europe 6 April 2018
We are getting excited to welcome Steven Bartlett to the#HSMAIEuropeROCDOC2018! Steven is the 25-year-old CEO of The Social Chain Group and will be enlightening us on what is next for #socialmedia and how to stay ahead of the curve this year![?] Sign up today for the #HSMAIEuropeROCDOC2018:[?]Join our Linkedin Group for the 2018 conference to connect with others and start discussions:

Join HSMAI Region Europe in Amsterdam on 10 and 11 April!

HSMAI Europe 23 March 2018
Hospitality Financial and Technology Professionals (HFTP) and HSMAI Region Europe, the Hospitality, Sales and Marketing Association International, are pleased to extend their partnership and co-locate their european activities again in April 2018. HSMAI Region Europe will co-locate its Revenue Optimization Conference (ROC) and its Digital and Distribution Optimization Conference (DOC), as well as their other events with HFTP's HITEC Amsterdam - and we would very much like to see you there!HSMAI Region Europe ROC & DOC is the number one annual event offering the latest trends and news in revenue optimization, digital marketing, and distribution for the hospitality industry, bringing together more than 250 executives in Amsterdam. Thought leaders and inspirational speakers will share their insights on revenue management strategies and trends, digital marketing and distribution. In the evening you will enjoy great music, dinner, networking and our Awards Ceremony - The HSMAI Awards will take place on Tuesday evening 10 April 2018 at Hotel Novotel Amsterdam City while HITEC Amsterdam will take place from 11-13 April 2018 at the nearby RAI Amsterdam Convention Centre.11 April, HSMAI Region Europe, launches its new global concept called Curate - An HSMAI Executive Insights Forum. This event is by invitation only, and the attendees at Curate must be senior executives providing unique opportunities for strategic conversations across all disciplines of, sales, marketing, distribution, revenue management as well as culture and people in customer centric environments.11 April, HSMAI Region Europe also host an interactive Revenue Management workshop, after which the participants will complete the globally recognised CRME certification exam: to the above, on the 11 April, HSMAI will organise The MeetConnect for professionals involved in events and conferences. In addition to serving as a marketplace for buyers and providers of events, HSMAI will present their Event Trend Barometer followed by a debate about meetings and events and the future."We are looking forward to see HSMAI members and non-members alike at these content-packed events", says HSMAI Region Europe President & CEO Ingunn Hofseth.For more information about the above activities or membership and more, please contact us at postbox@hsmai.euPLEASE NOTE: As qualified registrants for HSMAI events , HITEC Amsterdam will provide you with one complimentary, non-transferable registration which entitles the recipient to two days access to the HITEC Amsterdam exhibit hall and general sessions. HITEC Amsterdam concurrent educational sessions are not included. Comp registrations are only available to qualified attendees directly from the hotel and travel industry and cannot be used by suppliers or vendors, consultants, nor personnel, dealers, distributors, subsidiaries, investors, partners/associates or family members of exhibiting companies. HSMAI Region Europe will automatically register all qualified registrants directly with HITEC Amsterdam. Your contact information will be provided to HFTP, the host of HITEC Amsterdam, for the purpose of communicating with you about your registration. If you prefer to NOT be registered for the complimentary exhibit hall pass, please email us at

HSMAI Region Europe welcomes TripAdvisor onto three new Advisory Boards

HSMAI Europe 4 September 2017
HSMAI Region Europe today announced that TripAdvisor has joined three new advisory boards: Service Operation, focusing on HSMAI Region Europe's newly-developed "Winning for Customers - The Service Pledge" programme; the Customer Loyalty & Relationship Advisory Board; and the Destination Marketing Advisory Board. TripAdvisor, the world's largest travel site, is already an active member of the Digital Advisory Board.TripAdvisor will be attending HSMAI Region Europe's leadership day in Frankfurt in early September, and the 2017 agreement also sees a number of TripAdvisor employees joining HSMAI Europe as corporate members."We are very happy to continue the partnership with TripAdvisor and to have them active on our Advisory Boards," says HSMAI Europe President and CEO Ingunn Hofseth," adding: "In business today it's all about the customer experience. Everything is getting more and more transparent, booking and search engines become more professional. Margins for errors are so small. Together with highly educated professionals HSMAI Region Europe has worked out a generic method and process to build a service quality strategy for change management and relation management and we are now hosting educational programmes for candidates who would like to become HSMAI-certified Executive Coaches for our new programme, Winning for Customers - The Service Pledge. TripAdvisor is the perfect partner for us."Helena Egan, TripAdvisor's Global Director of Industry Relations, adds "We are pleased to be expanding our cooperation with HSMAI Europe to engage with the hospitality industry and drive awareness of the benefits of working with TripAdvisor."About TripAdvisorTripAdvisor, the world's largest travel site*, enables travellers to unleash the full potential of every trip. With more than 535 million reviews and opinions covering the world's largest selection of travel listings worldwide -- over 7 million accommodations, airlines, attractions, and restaurants -- TripAdvisor provides travellers with the wisdom of the crowds to help them decide where to stay, how to fly, what to do and where to eat. TripAdvisor also compares prices from more than 200 hotel booking sites so travellers can find the lowest price on the hotel that's right for them. TripAdvisor-branded sites are available in 49 markets, and are home to the world's largest travel community of 415 million average unique monthly visitors,** all looking to get the most out of every trip. TripAdvisor: Know better. Book better. Go better.

The latest in hospitality Revenue Management, Distribution and Digital Marketing trends presented in Amsterdam 29-30 March

HSMAI Europe 22 March 2017
Europe's number one leading annual events for Revenue Management, Digital Marketing and Distribution for the hospitality industry is taking place in Amsterdam on Wednesday and Thursday 29-30 March, co-located with HITEC Amsterdam 2017 - and you are very welcome to attend."This is HSMAI Region Europe's 7th Revenue Optimization Conference, with the added value of Digital and Distribution Optimization, held as a two-day event in Amsterdam's RAI Exhibition and Convention Centre," says HSMAI Region Europe President and CEO Ingunn Hofseth, who is pleased to welcome professionals of the entire industry, as they convene in Amsterdam on Wednesday 29 March.Please visit for further details."We hope to see as many of our esteemed colleagues as possible, for a day full of top experts and inspirational speakers, sharing their insights and tips on Revenue Optimization, Digital Marketing and Distribution. In the evening, find out who will get all the awards at the Awards Ceremony," she says, with an added reminder that the following day's schedule contains so-called think tanks on Digital Marketing, Revenue Management, Distribution, Customer Loyalty & Relationship Management, Sales, and an introduction to HSMAI Region Europe's Revenue Management, Digital Expert and Service Pledge training programmes.Day 1 programme: 2 programme: workshopA workshop, including exams for the CRME (Certified Revenue Management Executive) certification is also set to take place on the second day of the two-day conference, for which you may find detailed information on this AwardsBoth days will offer a host of leading experts within their respective fields, and then, of course, there's the HSMAI European Awards 2016, to be held in the RAI Exhibition and Convention Centre in the evening of Day 1.The Awards 2016 will recognise the people and companies that deserve to be awarded for their great work in Hospitality this year.HITEC Amsterdam 2017HSMAI Region Europe's ROC and DOC conferences are co-located with HFTP's HITEC Amsterdam 2017, also taking place in the RAI Exhibition and Convention Centre between 28 and 30 March. Please vitis their designated event website here.

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