JUNE 17-20, 2019 MINNEAPOLIS CONVENTION CENTER
MINNEAPOLIS, MINNESOTA USA

Day 4, Thursday, June 20

Note: Program content and schedule are subject to change without notice.

8:00 AM - 2:00 PM

Registration, Housing Help, Mobile App Help Desk Open

Level 1
Hall C Lobby

Attendees and exhibitors may pick up their badge during this time. Pre-registered attendees and exhibitors be sure to bring your QR code with you either on your smart-phone or a printed copy. Also, please bring a form of identification to retrieve your registration. For those that wish to register on-site, you will also be able to do so during this time.  The HITEC Housing and HITEC Mobile App Help Desk will also be open during this time.

8:30 - 9:00 AM

Beverage Service

Level 2
200s Prefunction Area

Enjoy a refreshing beverage before you settle in for the education sessions.

Sponsored by PineappleSearch‚Äč

8:30 - 10:00 AM

About HFTP Information Desk

Level 2, 200s Prefunction Area

Attendees are invited to stop by and learn more about HFTP, the association that produces HITEC.

9:00 - 10:00 AM

Ethics II: Doing What is Right

Level 2
200 E

Does your workplace encourage a culture of doing “what is right” over doing “what is easy?” As leaders, how we behave at work often reflects how the business behaves, how employees behave with each other and ultimately, how employees behave with  customers. This session will impart an understanding of the differences between workplace policy and culture. Discuss how your behavior as a leader impacts others (i.e. taking credit or assigning blame). Also covered is the ethics of dealing with guest data and the impact of regulations like GDPR.

Donna Hale is Principal Consultant at 5P Consulting
Joshua Bergen CHAE, CHTP is President at VENZA
Kevin Yarnell is Global Account Manager Hospitality & Gaming, Cisco Systems
Kristin Gassick, CHTP is Corp. Director of IT, Enchantment Resort and Spa

 

Your People are Worth it: Leveraging Human Capital Technologies

Level 2
200 F

Your team is an integral asset to your organization and emerging technologies allow you to learn more about your team. Technology can now predict behaviors, streamline processes and enhance human resources by leveraging personnel data and psychological profiles. In recent years, these technologies have become more affordable, available and accepted. In this session, learn the best practices for using emerging technologies to improve operations, identify top vendors, explore real-life cases and understand the wide-ranging capabilities of technology to manage your team.

Mark Haley, CHTP+, ISHC is Partner at The Prism Partnership, LLC and Hospitality Consultant
Josh Morgan, CHTP is Director of Technology and Infrastructure at Horizon Properties Group LLC
Craig Kaplan is Vice President Corporate Operations at American Liberty Hospitality
Juile Haley, PMP, SPHR is a Associate at Prism Hospitality Consulting

Technology Showcase 6: Serving Satisfaction: WiFi Solutions for Improving Guest Experiences - Presented by Comcast Business

Level 1
102 C

Guest demand for ubiquitous, reliable wireless connectivity is reshaping the landscape for today’s hospitality industry. And, that means exciting new opportunities for hospitality providers. Smart WiFi solutions can help deliver a high-quality guest experience that drives loyalty and creates brand champions – equating to higher revenues and more stays. Customers want a home-like experience connected to their favorite devices with frictionless payment options and always-on connectivity. It’s all possible.

Hotel operators should be considering advanced connectivity and WiFi experiences without the associated headache of managing another network or guest support. Join this session to understand a few of the benefits you should expect from a sophisticated WiFi solution, including how to:

  • Wirelessly connect guest loyalty and rewards programs with back-office management systems
  • Manage PMS integration to avoid billing errors
  • Leverage advanced user analytics to market in new and inventive ways
  • Ensure guest experiences with real-time network monitoring that prevents complaints

 

Brian Epstein is CEO, Deep Blue Communications, A Comcast Business Company

10:00 AM - 2:00 PM

Exhibits Open

Level 1
Hall C Entrance

Join us for the largest tradeshow in the world dedicated strictly to hospitality technology. See hundreds of booths and companies all catering to the hospitality industry, and catch a glimpse of the latest emerging technologies in the marketplace. This is THE place to see the new "toys in the store." 

HFTP Booth and Member Retreat

Exhibit Hall, Level 1
Booth 2348

Located inside the Exhibit Hall, HFTP Members are invited to take a break, network and visit with friends and colleagues, in the HFTP Member Lounge. Enjoy refreshments, delicious snacks, discover HFTP resources, take certification practice exams, renew your HFTP membership, and much more.

10:30 - 11:00 AM 

Exhibitor Tutorial 13: Turn Customer Feedback Into Your #1 ROI: A Case Study - Presented by SocialSurvey

Tutorial Room, Level 1
Exhibit Hall End of the 2200 Aisle

Mareesa Hoglund is the Customer Success Manager for SocialSurvey and works directly with Advantage | E-Z Rental Car (AEZ). She has a front seat to the massive value that's delivered to AEZ by implementing a comprehensive customer feedback program that focuses on front-line employees, puts data in motion which increases engagement and improves the customer experience.

Mareesa will present a case study showing how AEZ
* is getting 4x the response rate on customer surveys
* has grown their Google rating by 1.6 stars in 2 years (over thousands of GMB reviews for their 42 locations)
* improved employee satisfaction and attitude by allowing them to be the star
*almost doubled the % of clients that check-in with an accurate email address. This gives them a massive opportunity to re-market to customers and increase membership in their loyalty program
* boosted their NPS score from -21 to +20 within the first 6 months

Think about this: rental car agents can't impact where the counter is located or how long it takes for the shuttle to arrive. They also have no impact on the availability of vehicles or their condition. But, they do have the ability to start each guest's experience with a friendly smile, greeting and fast efficient check-in. This parallels with the hospitality business.

It has been proven that with the right survey and compensation system, a hotel can drive employee behavior to improve client satisfaction while also growing massive amounts of first & third party reviews.

Any hotel can learn from this case study and implement their own program to get better quality & quantity of guest data, guest experience feedback, Google reviews, and improved search results. A by-product is a happier and more engaged front-line employee, lower turnover, and ultimately more profits.

Mareesa Hoglund is the Customer Success Manager for SocialSurvey

11:15 - 11:45 AM

Exhibitor Tutorial 14: More than a Minibar- Reimagining Hotel F&B - Presented by Oracle Hospitality

Tutorial Room, Level 1
Exhibit Hall End of the 2200 Aisle

Let's face it--in today's market, travelers are looking for more than just a place to rest their heads. Food and beverage has evolved into an experience. More and more hotels are reimagining their F&B outlets,
encouraging guests to dine on-property and persuading locals to view the neighborhood hotel as a destination. Learn how embracing mobile devices, self-service, and other innovative technologies can help hotels grow revenue with a smarter and more
efficient F&B operation.

Courtney Walton is Solutions Manager at Oracle 

12:00 - 12:45 PM

Tech Talks 17: Reservations of the Future - Presented by OpenTravel Alliance

Level 1, Exhibit Hall
End of the 2200 Aisle
*Note: This Tech Talk is being presented in the Exhibitor Tutorial Room.

How must reservation options evolve to appeal to next-generation guests and stand up to the ever-increasing competition along the booking path? In this session, Stuart Waldron of the Open Travel Alliance will share insights into how the travel industry needs to address the demand for a cross-vertical platform that will create more seamless experiences for guests. 

Stuart Waldron is VP Architecture, Travelport and Board Member, OpenTravel Alliance

1:45 - 2:15 PM

Beverage Service

Level 2
200s Prefunction Area

Enjoy a refreshing beverage before you settle in for the education sessions.

2:00 - 3:15 PM

About HFTP Information Desk

Level 2, 200s Prefunction Area

Attendees are invited to stop by and learn more about HFTP, the association that produces HITEC.

2:15 - 3:15 PM

Closing General Session- The digital Transformation of Sustainability "A Conversation at the Edge of Now"

Level 2
200 F

The digital Transformation of Sustainability  "A Conversation at the Edge of Now"

John Picard

Sponsored by Blueprint RF

 

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