- HGEF Series | London 2026
- 30th June, 2026
- The Waldorf Hilton, London
Leading the Future of Hotel Guest Experience
Welcome to the 3rd Edition of the Hotel Guest Experience Forum (HGEF) on 30 June 2026, at the Waldorf Hilton London
The Hotel Guest Experience Forum is a leadership platform dedicated to advancing how guest experience is designed, delivered and owned across the hotel business.
London 2026 brings together senior leaders to address a critical question:
Why does the guest journey still feel fragmented, despite significant investment in technology and automation?
Theme: Emotional Intelligence in the Age of Automation
In most hotels, the guest journey is shaped by multiple departments:
Operations. Revenue. Marketing. IT. Brand.
Each operates with its own priorities.
The result:
- fragmented experiences
- inconsistent guest interactions
- missed commercial opportunities
- erosion of guest confidence
Technology can enable the journey.
But it does not own it.
London 2026 focuses on how leadership teams can bring alignment across the entire experience.
Audience Profile & Balance
Seniority Mix (90+ Leaders Confirmed so far)
- CXO / MD / GM – 19%
- Director – 48%
- Head / VP / SVP – 26%
- Manager – 7%
Guaranteed 2:1 ratio of hoteliers to other attendees
Ensuring discussions remain operator-led and commercially grounded.
Why Attend?
A curated audience of CXOs, General Managers and Directors across:
- Guest Experience & Customer Journey
- Operations & Rooms Division
- Revenue & Commercial Strategy
- Brand, Marketing & Digital
- IT, Technology & Cybersecurity
- F&B, Design, Wellness & Sustainability
What to Expect
- Leadership, Brand & Marketing Conversations Senior-level discussions on loyalty, digital engagement and brand storytelling and how emotional connection is built, measured and protected in modern hotel brands.
- Operations & Service Excellence
- Practical sessions on workforce empowerment, cultural alignment and operational decision-making — focused on delivering consistent service without losing the human touch.
- Revenue, Distribution & Commercial Strategy covering total revenue management, commercial alignment, pricing intelligence, meetings & events, and predictive guest spend.
- Technology & Intelligence Deep Dives analysing AI, API connectivity, automation, cybersecurity, GRMS, in-room entertainment, and end-to-end digital guest journeys.
- The Emotion Economy Lens bridging empathy, intelligence, and innovation to shape the next era of hotel guest experience.
- Innovation Quickfire Demos showcasing solutions transforming personalisation, communications, design, payments, and overall hotel operations.
- Pre-Scheduled 1-2-1 Meetings enabling strategic, high-value connections between hotel leaders and solution partners.
- Real Hotel Case Studies featuring leading hotels demonstrating how they elevate the guest journey through technology, design, culture, and emotional intelligence.
Our Vision
Our vision is to redefine hotel guest experience by bringing together technology, brand leadership, and operational excellence. At the 3rd HGEF in London 2026, we aim to equip hotel leaders with the insights, tools, and inspiration needed to create seamless, emotionally intelligent, and commercially successful guest journeys that set new standards for the industry.
Looking Ahead: The Future of Guest Experience
- The Forum will explore how hotels can:
- Harness AI-driven personalisation and loyalty strategies to deepen emotional connection and build long-term guest relationships.
- Integrate smart infrastructure and connected technologies including GRMS, API-led platforms, and intelligent in-room solutions to enhance comfort, efficiency, and service consistency.
- Drive total profitability beyond RevPAR through Meetings & Events, F&B innovation, commercial alignment, digital upselling, and strategic partnerships.
- Build resilient, intelligence-led operations by aligning IT, marketing, brand, revenue, and operational leaders to deliver seamless, secure, and memorable guest journeys.
Don’t miss the opportunity to join the UK & Ireland’s most influential hotel leaders as we shape the next era of guest experience.
Save the Date: 30th June 2026
Location: Waldorf Hilton, London
Register now to secure your place at the Flagship Hotel Guest Experience Forum in London.
THE EMOTION ECONOMY
Shift Your Perspective on Guest Experience
Discover how empathy, intelligence, and innovation are reshaping hotel strategy from brand and digital to operations, IT, and revenue. Learn directly from the leaders redefining the modern guest journey.
Confirmed Speakers
Kimberly Ofrecio
Group Commercial Director
Kimberly Ofrecio
Group Commercial Director
Kimberly Ofrecio
Group Commercial Director
Kimberly Ofrecio
Group Commercial Director
Our Sponsors
Supporting innovation, intelligence, and guest experience excellence
Get Direction to The Waldorf Hilton, London
Location: Aldwych, London WC2B 4DD
Save the Date: 30th June 2026
Contact Us
Book your Seat
Register now to secure your place at Europe’s first “Winter” Hotel Guest Experience Forum, taking place on 9 December 2025 at the Clarion Hotel Arlanda Airport Terminal in Stockholm. Join senior hotel leaders and industry experts for a unique event focused on redefining winter guest experiences, exploring key challenges, AI-driven personalisation, digital transformation, and sustainable practices.