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ego, it’s not about you
Hana will talk us through how providing the ultimate guest experience comes from placing the guest at the center of every decision you make.
With a career in the hospitality industry that spans nearly two decades and multiple continents; Hana has run the gamut of things to do; and places to do them. After growing up in Northern Ireland she move to Scotland to pursue a cultural business degree and achieve her BA Hons; was a volunteer math teacher in Malawi, ran Guest Relations at Milk & Honey London, all before becoming The Head Bunny at The Playboy club in Mayfair.
In late 2015 Hana moved across the pond to join the team at the NoMad Hotel New York, working her way up to the role of Director of Guest relations. Combining this vast array of life experiences with honed interpersonal skills to nurture consumer relationships built on integrity, intelligence and successful brand promotion.
The ever changing landscape of hospitality in a post-covid society; saw Hana relocate back to the UK in 2020 to undertake the launch of NoMad hotels first European outpost. Alongside a team of NoMad veterans the new NoMad London opened its doors in May 2021 with Hana at the helm of all things guest relations.
In a world of uncertainty, today’s leading brands are creating promises not to just shareholders but to customers, employees, and societies. Promises of consequence that drive purposeful change for everyone. Experiences are where these promises are felt, to examine this we have assembled an exciting panel to share their thoughts and experience.
On our customer experience journey, we can all agree that getting the digital element right is hugely important, for many, our guests first interaction with us will be in the digital world, be that social media, our website or through customer reviews, if we are not managing each of those with purpose and in alignment with our brand values then we run the risk of a disconnect with our guests.
We have assembled a panel including Amelia Harper, Acorn winner, who is Director of Communications at Rosewood London is passionate about all things digital with over 8 years’ experience in the luxury hospitality sector. She will be joined by Michelle Whittemore who is Director of Marketing Communications at Pan Pacific London, Michelle is a believer in understated elegance, sincere service, and signature experiences – all of which are key attributes to Pan Pacific London. Joining the panel is also Nick Liddle from Vita Mojo. Nick has spent most of his career in the contract catering sector before joining Vita Mojo and playing a huge part in their growth over the past 2 years. Vita Mojo is an award-winning digital ordering and restaurant management system for QSRs, casual dining, pubs, cafes, virtual brands & more.
In Property Experience
How does your property play it’s part in your guests overall experience? To find out we’ve enlisted 3 awesome leaders from 3 of the UKs most exciting properties, The Savoy, Birch & The Nobu Hotel London Portman Square, to find out.
The Accessibility Experience
What’s left to be said about our 2nd keynote speaker that has not already been said? Currently the President of Bespoke Hotels, Robin is one of the most respected hoteliers in the business, a true hotel legend with one hell of a story. Having faced up to a life changing battle with his health Robin turned his focus to promoting accessible tourism via the Blue Badge Access Awards.
We are so delighted to have Robin with us for our event and he’ll be bringing his usual wit, charm and lightness of touch to talking about the Accessibility Experience in what he likes to call, “Apology Discounting and how to avoid”.
Simply too good to be missed.
The Rockstar Activator!
Following his time in the music business with the 80s band Scritti Politti Tom has developed a truly artistic way of living where every experience leads him to the humorous uncovering of some universal truth.
He turns his disasters and successes into stand-up comedy for event audiences. 40 years onstage, first behind a drum kit then being the multi-talented front man for whole troupes of performers earned him the name ‘The Rockstar Activator’.
The People Experience
This discussion is more important than ever before, with the entire hospitality industry facing tougher challenges in retention & recruitment of our teams than ever before, we have assembled a panel to discuss the opportunities available to us and how we can engage our existing team and inspire those looking in from the outside to become part of our family.
We have Simon Tetley, Head Of Talent for The Lore Group, Elsa De Jaeger from Guest House Hotels and Sarah Powell from Le Manoir who are all passionate people leaders to share strategies and actions that can enhance our team experience. 2022 is not just about recruiting new team but retaining and inspiring our existing team members.
The Lifestyle Experience
What do you get when you mix maverick thinking, passion beyond words and a whole lot of kindness and care? The answer? The highly inspirational and our headline keynote, Paul Spencer, Operations Director at Locke. Paul will be decoding the lifestyle experience for us through his imaginatively entitled “Lifestyle Hospitality – More than funky wallpaper”. It’ll be epic and (we think) worth the entry fee alone.