- HGEF Series | London, 30 June 2026 ~ Agenda
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This year’s Forum explores the key challenges and opportunities shaping the future of guest experience in the hotel sector — from evolving expectations and digital transformation to AI, sustainability, and data-driven personalisation.
08:00 – 09:00
Guest Arrival & Digital Registration Seamless check-in and networking breakfast with innovation pods.
09:00 – 09:05
Opening Remarks
Welcome to the 3rd Edition - UK & Ireland’s Flagship Forum for Hotel Guest Experience Innovation and Leadership.
Mirja Braun, General Manager/ CEO, CLARION HOTEL ARLANDA AIRPORT TERMINAL
09:10 – 09:35
Keynote Panel: The Next Chapter of the UK & Ireland Hotel Industry
Synopsis: Global Leaders explore innovation, brand strategy, and technology shaping guest experience excellence across the UK & Ireland.
Want to share your success and innovation with London leading hotel executives? Contact us about speaking opportunities.
09:35 – 09:55
Diamond Sponsor Spotlight: From PMS to Hospitality OS: Orchestrating the Intelligent Hotel
Diamond Sponsor Spotlight: Transforming the PMS for the Modern Guest Journey
Synopsis: As hotels move beyond siloed systems, the role of the PMS is rapidly evolving. This session explores how modern, cloud-native platforms are becoming the foundation for intelligent hotel operations connecting guest journeys, revenue decisions, workforce workflows and real-time data into a single operating layer. Drawing on real hotel use cases, this session will examine how automation, APIs and AI are reshaping hotel decision-making, freeing teams from administration and enabling a more personalised, profitable guest experience.
09:55 – 10:10
Innovation Spotlight
Innovation Spotlight: GRMS Innovation – Smart Rooms for Comfort & Energy Efficiency
Synopsis: How guest room management systems deliver personalised comfort, energy savings, and operational efficiency.
It’s our 3rd year at the Waldorf Hilton: The first 50 registered and attending hoteliers will enter a lucky draw, with two winners receiving a 2-night stay at the New York Marriott Marquis Times Square or an equivalent hotel voucher. Winners will be announced at the end of the day, alongside additional prizes.
Sponsored by THREATSPIKE
10:10 – 10:35
Panel: Hyper-Personalisation & Loyalty – Building Guest Relationships That Last
Synopsis: Exploring emotional loyalty, personalisation, and digital engagement to strengthen brands.
10:35 – 10:55
Morning Networking Coffee
Want to share your success and innovation with UK & Ireland's leading hotel executives? Contact us about speaking opportunities.
11:00 – 12:20
1:1 Business Meetings - Block A
Synopsis: Pre-scheduled discussions connecting hotel executives with solution innovators.
12:20 – 12:45
Panel: Total Hotel Profitability - Beyond RevPAR to RevPAG
Synopsis: How hotels unlock total guest value (RevPAG) by monetising the full guest journey beyond the room.
Franziska (Fran) Heller, Regional Commercial Director – EMEA Focused Service, HILTON
Joonas Ahola, CEO & Founder, MEETINGPACKAGE
12:20 – 13:00
Guest Journey Innovation Showcases
A high-energy series of real hotel case-studies where speakers demonstrate how they transformed guest journeys from operational and experience challenges to measurable opportunities shaping the future of hotel guest experience.
Kendra Ingram, Business Manager Professional TV, PHILIPS
It’s our 3rd year at the Waldorf Hilton: The first 50 registered and attending hoteliers will enter a lucky draw, with two winners receiving a 2-night stay at the New York Marriott Marquis Times Square or an equivalent hotel voucher. Winners will be announced at the end of the day, alongside additional prizes.
Sponsored by THREATSPIKE
13:00 – 13:45
Networking Lunch & Meeting Peers & Sponsors
Synopsis: Make new connections and explore solutions from leading sponsors and innovators during an interactive lunch.
13:50 – 15:10
1:1 Business Meetings – Block B
1:1 Business Meetings – Block B (4 x 20 mins)
15:10 – 15:35
Panel: Immersive Guest Experience - Seamless In-Room Entertainment & Connected Digital Touchpoints
Synopsis: How hotels are using Smart TVs, casting, and digital signage to create a seamless, connected guest journey.
Bring your cross-functional colleagues with you.
Guest Experience and profitable growth are delivered through collaboration across departments.
15:55 – 16:25
Roundtable Discussions
Chiara Battifarano Director of Revenue Management INTERGLOBE ENTERPRISES
Dr Renée Nicole Wagner, Corporate Director ESG & Quality Management, ORASCOM HOTELS MANAGEMENT AG
Lee Nunn, Head of Hospitality, ZENNIO UK
15:35 – 15:55
Morning Networking Coffee
16:25 – 16:40
Cybersecurity in Hotels - Safeguarding Guest Trust
Innovation Spotlight: Cybersecurity in Hotels - Safeguarding Guest Trust
Synopsis: Best practices for data security and privacy to build guest confidence.
16:40 – 17:05
Panel: Operational Excellence – Reimagining Hotel Workflows to Elevate Guest Experience
Synopsis: How automation, predictive maintenance, and workflow redesign are shaping seamless service delivery.
Stefanie Hardy MI FIH, Regional Operations Director (South), Kingfisher Hospitality Group
17:05 – 17:30
Panel: Marketing & Brand Leadership – Winning Guests in a Digital Age
Synopsis: Strategies to differentiate brands, drive direct bookings, and optimise engagement.
Håvard Uglem Hovdahl, VP Loyalty, STRAWBERRY
17:30 – 17:55
Panel: Future-Ready Hotel Teams - Blending Tech & Talent
Synopsis: Upskilling hotel teams to deliver exceptional guest experience in a tech-driven world.