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Wednesday, April 16:
| 8:00-1:00 PM: |
HSMAI Foundation Golf Tournament |
| 1:00 PM – 8:00 PM: |
Onsite Conference Registration |
| 12:00 PM – 5:00 PM: |
HSMAI Resort Marketing Special Interest Group
Annual Meeting of the HSMAI Resort Best Practices Subscribers (By Invitation Only) |
| 6:00 PM – 8:00 PM: |
Welcome Reception sponsored by Hotel del Coronado |
Thursday, April 17:
| 7:30 AM – 8:30 AM: |
Continental Breakfast in Exhibit Hall |
| 8:30 AM – 8:45 AM: |
Welcome: David Peckinpaugh, President and CEO, San Diego Convention and Visitor’s Bureau, David Corsun, PhD, Associate Professor and Director, School of Hotel, Restaurant and Tourism Management,
Daniels College of Business, University of Denver,
and
Bruce Hutton, PhD, Dean, Daniels College of Business |
| 8:45 AM – 10:00 AM: |
General Session 1: The Business of Creating Loyalty: Customers, Employees and Investors Alike
Founder and CEO of Joie de Vivre Hospitality, Chip Conley is one of the world’s best-known hoteliers and a respected business philosopher. Joie de Vivre is California’s largest boutique hotel group and operates over 40 hotels, restaurants, bars, and spas throughout the state.
Chip will discuss his journey to becoming the second largest boutique hotelier in America, including challenges he faced in 2001 with the convergence of 9/11, the dot-com crash and the SARS scare, which devastated the travel industry and threatened to ruin his company. He will present themes from his new book, PEAK: How Great Companies Get Their Mojo From Maslow, that came out of this turbulent time and inspired a new psychology of business based on Abraham Maslow’s iconic Hierarchy of Needs. Chip will be sharing insights in successful niche marketing and customer service that have made Joie de Vivre Hospitality successful and are applicable to resorts everywhere, large or small, brand or independent. Chip will talk about the success of his eMarketing program, including the emergence of Joie de Vivre’s own avatar.
SPEAKER: Chip Conley, President and CEO, Joie de Vivre Hospitality |
| 10:00 AM – 10:30 AM: |
Networking Break in Exhibit Hall |
| 10:30 AM – 11:45 AM: |
Concurrent Session 1 |
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Session A: Marketing Track: Social Media and Social Networks: the Future of Hospitality Marketing
Social networking has fundamentally shifted the balance between consumer and marketer and created new communication tools to reach consumers, along with a new dynamic interactive environment. Wikis, widgets, blogs, YouTube and managing user generated content like consumer reviews will all be discussed. The author of the groundbreaking and comprehensive new report published by TIA and HSMAI - The Travel Marketer’s Guide to Social Media & Social Networks – and a panel of industry marketers who grapple with these emerging strategies everyday—will address the new world of Sales and Marketing in a Web 2.0 world
MODERATOR: Cindy Estis Green, Managing Partner,
The Estis Group
PANELISTS: Meltem Priest, VP, Marketing & E-Commerce, Western Region, Marriott International; Rob Fuggetta, CEO, Zuberance; Jill Howard-Allen, Online Marketing Manager, Southwest Airlines; Henry Woodman, President, ICE Portal |
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Session B: Operations Track: Sustainable community relations/cultural practices
Sustainability isn't just about the ecology. How can resorts contribute to the preservation of the culture and communities, which they are part of, in order to maintain the authenticity of the traveler's experience, the desirability of destinations, and mutually beneficial relations with the community?
MODERATOR: Bruce Hutton, PhD, Dean, Daniels
College of Business
PANELISTS: Daryl Loth, Proprietor, Casa Marbella, and Biological guide, Tortuguero National Park, Tortuguero, Costa Rica; Stephen Hilliard, Vice President – Resort & Club Operations, The St. Joe Company |
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Session C: Trends Track: Immigration reform (or not)…
What are the implications for….
Changing immigration laws; negotiating today’s laws for hiring foreign employees and future trends.
MODERATOR: Paul Laesecke, Senior Lecturer, School of Hotel, Restaurant and Tourism Management, Daniels College of Business, University of Denver
PANELISTS: Cindy Clark, Director of Human Resources, Broadmoor; Kimberly Best Robidoux, Senior Associate, Larrabee/Mehlman, Albi, Coker, LLP; Michelle Morrison, ISHC, Morrison & Company/Lodging Industry Management Consulting & Staffing Solutions |
| 11:45 AM – 12:45 PM: |
General Session 2: Emerging Lifestyles...
Highlights from the 2008 National Leisure Travel Monitor, a national survey of the travel habits, preferences and intentions of Americans that is now in its 16th year.
SPEAKER: Peter Yesawich, President and CEO, Y Partnership |
| 12:45 PM – 1:45 PM: |
Luncheon/Resort Executive of the Year Announcement sponsored by the University of Denver and Y Partnership |
| 2:00 PM – 3:15 PM: |
General Session 3: Niche Innovations and the Mainstreaming of Sustainability: Redefining the Resort Through Mixed Use
This presentation will highlight both modest and “outside the box” innovations at resorts around the world that demonstrate how the concept of sustainability is coming closer to intersecting with mainstream resort development and operational practices. There will be a focus on practical recommendations for resort developers, both niche and mainstream, in their efforts to develop and operate with greater ecological and social responsibility, on how to leverage such responsibility into profitability.
SPEAKER: Crist Inman, CEO, The LaPaz Group and INCAE Business School |
| 3:15 PM – 3:45 PM: |
Networking Break in Exhibit Hall |
| 3:45 PM – 5:00 PM: |
Concurrent Session 2 |
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Session D: Marketing Track: Embracing The Power of “Green” To Market Your Resort - A Best Practices Discussion
Industry experts discuss marketing strategies behind environmentally friendly trends, and share examples of how many resorts are using the power of "Green" to gain media coverage, improve the guest experience, win more meetings business, and ultimately meet consumer demand.
MODERATOR: John Fareed, Partner, Fareed Zapala Koepke, LLC
PANELISTS: Mark Glickman, Director of Sales and Marketing, Mauna Lani Resort; Mike Hartman, Owner, Tiamo Resorts; Pirjo Niemi, SVP of Operations and Purchasing, Ambassadors, LLC. |
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Session E: Operations Track: Changing to Sustainable Practices Without Compromising Property Standards and Customer Expectations.
Sustainable practices are, by definition, those which will be valued by resort guests. Developers and operators of resorts, therefore, are challenged to identify those practices with value added opportunity for guests in terms of the environment and community. In this session, we will discuss such practices using examples from various benchmark properties, and discuss identification process techniques that have been effective for the developers and operators of those benchmark properties.
MODERATOR: Crist Inman, CEO, The LaPaz Group and INCAE Business School
PANELISTS: Therese Virserius, CEO, Therese Virserius Design; Doug Fryett, Founder and President, Fryett Consulting Group;
Wen-I Chang, President, Atman Hospitality Group, Inc. |
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Session F: Trends Track: Vacation compression –
what do leisure travelers need now?
More than half of all U.S. workers fail to take all of their annual vacation days. What implication does this have for the resort industry? What new products are needed to get leisure travelers out of the office and into
your resorts?
MODERATOR: Robert Mill, PhD, Professor, School of Hotel, Restaurant and Tourism Management, Daniels College of Business, University of Denver
PANELISTS: Terri Haack, Executive VP and Managing Director, Terranea Resort; Betsy Bender, PhD, Associate Professor, University of South Carolina |
| 5:00 PM – 7:00 PM: |
Networking Reception in Exhibit Hall |
Friday, April 18:
| 7:30 AM – 8:30 AM: |
Continental Breakfast in Exhibit Hall
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| 8:30 AM – 9:30 AM: |
General Session 4: Update for Resorts: Consumer and Travel Industry Trends
Suzanne Cook will review data and trends from many sources to bring resort executives up to speed on what is happening in the travel industry that might impact both marketing and operations. Some groundbreaking research completed with American Express on vacation travel, along with the ongoing TIA/YPartnership Travel Horizons studies, provide fresh statistics about consumer travel behavior. Highlights from TIA’s economic forecasts for travel, along with highlights of a new affluent traveler report, Smith Travel Research resort statistics, and the HSMAI Resort Best Practices studies, will round out the picture to inform and illuminate the current state of the industry and its prospects for the upcoming year.
SPEAKER: Dr. Suzanne D. Cook, Senior Vice President, Research, Travel Industry Association |
| 9:30 AM – 10:45 AM: |
General Session 5: Resort Executive Panel
Top resort executives, industry researchers and prognosticators discuss and debate the most provocative and evocative conference topics.
MODERATOR: David Corsun, PhD, Associate Professor and Director, School of Hotel, Restaurant and Tourism Management, Daniels College of Business, University of Denver
PANELISTS: Steve Bartolin, President and CEO, The Broadmoor; Todd Shallan, Vice President and General Manager, Hotel del Coronado; David Peckinpaugh, President and CEO, San Diego Convention and Visitor’s Bureau; Dr. Suzanne D. Cook, Senior Vice President, Research, Travel Industry Association |
| 10:45 AM – 11:00 AM:
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Closing Remarks
MODERATORS: David Corsun, PhD, Associate Professor and Director, School of Hotel, Restaurant and Tourism Management, Daniels College of Business, University of Denver
and
Bob Gilbert, President & CEO, HSMAI
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| 11:00 AM – 11:15 AM: |
Networking Break in Exhibit Hall |
| 11:15AM – 12:30 PM: |
Concurrent Session 3 |
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Session G: Current State and Future Trends in Group Sales
Explore various channel management
techniques for group sales.
MODERATOR: Barry Brown, Director of Sales & Marketing, Hotel del Coronado
PANELISTS: David Gabri, President & CEO, Associated Luxury Hotels International; Kelly Foy, CEO, Elite Meetings International;
Paul Gray, Senior Director of Sales, Starcite; David O’Donohoe, Director of Sales & Marketing, Starcite Meetings |
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Session H: Operations Track: Securing payments:
What the Payment Card Industry Data security
Standards Mean for
Your Resort
Information technology is a great business tool, but if not implemented properly, it can leave resorts exposed to great risks. Data security is a mounting concern among consumers, employees, and businesses alike due to the growing number of computer breaches and reports of identity theft. To address these risks and protect card holders, the payment card industry is implementing tougher security standards. Collectively, these are called Payment Card Industry Data Security Standards or PCI DSS for short.
This session will address the nuts and bolts of PCI DSS to help resort operators determine tactical strategies to ensure they are complying and safeguarding the information entrusted in them.
MODERATOR: Daniel J. Connolly, PhD, Associate Professor, School of Hotel, Restaurant and Tourism Management, Daniels College of Business, University of Denver
PANELISTS: Stephanie Breen, Principal, Credit Card Advisory Services; James O. Abrams, President & CEO, California Hotel & Lodging Association; Gene Kim, CTO and Founder, Tripwire, Inc.; Dorian J. Cougias, Founder & CEO, Network Frontiers
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Session I: Trends Track: Strategic Alliances in F&B – Partnering With Celebrity Chefs/Operators
Challenges and opportunities the food service industry faces in the
21st century.
MODERATOR: David Corsun, PhD, Associate Professor and Director, School of Hotel, Restaurant and Tourism Management, Daniels College of Business, University of Denver
PANELISTS: Elizabeth
Blau, Founder and CEO, Blau and Associates; Victorio Gonzalez, F&B Director, Montage, Laguna Beach |
| 12:30 PM: |
Network Lunch in Exhibit Hall |
| 1:30 PM – 4:30 PM: |
Property Tours |
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