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The HSMAI Contact Center Special Interest Group is focused on connecting contact center leaders and executives who face similar challenges for the purpose of networking, benchmarking, and industry education. This is accomplished through the delivery of highly engaging, industry-relevant, in-person and virtual events, and thought leadership. Subscribing members consists of large and small brands in the hospitality and travel industries for reservations, service, social, loyalty, and guest experience for both large and small teams.
All Member Meeting Schedule:
Virtual Quarterly Meetings | Registration Rates: HSMAI Members – Free | Non-Members $49
- Tuesday, Dec 9, 2025 @ 12:00 – 1:00PM ET | Register Online
Explore key learnings from 2025 and strategic priorities for 2026, facilitated by contact center leaders from in-house and outsourced operations models. This discussion will highlight performance benchmarks, workforce trends, and innovation strategies to help optimize your contact center operations and prepare for the future.
Discussion Leaders:
• Michelle Lord, Director, Reservation Sales, Accor Global Reservation Center
• Katie Henshaw, Director, Contact Center & Vendor Management, Red Roof
In-Person Contact Center Roundtable | June 15, 2026 in San Antonio, TX
- Registration details coming soon – Must be an HSMAI member to attend!
- For Partnership inquiries, please contact Mat Havrilla mat.havrilla@hsmai.org
Held in conjunction with HSMAI’s Commercial Strategy Conference | June 16-17, 2026 in San Antonio, TX
For conference registration rates & details, visit https://commercial.hsmai.org
2025 Steering Committee Members:
- CHAIR: Anita Travis, Vice President Contact Center Operations | Outrigger Hotels
- VICE CHAIR: Megan Becker, Manager of Hiring and Training Reservations | Hershey Resorts
- IMMEDIATE PAST CHAIR: Michelle Lord, Director, Reservation Sales | Accor Global Reservation Center
- Angela Berkey, Senior Director, Reservation Sales & CRM | CoralTree Hospitality
- Ador Bustamante. CRME, CHDM, Director of Revenue Strategy | Terranea Resort
- Fatima Fisher, Director of Global Reservation Support | Pyramid Global Hospitality
- Katie Henshaw, Director, Contact Center & Vendor Management | Red Roof
- Eric Noah-Wilson, VP Customer Engagement | Loews Hotels & Co
- Stephanie Poirier, Senior Team Leader, Sales Support & Quality Performance | Accor
- Denise Pullen, Founder, CEO | Daisia Consulting
- Shanna Wright, VP, Distribution | Red Roof
- Scott Wright, Sales Director | Telus International
The Steering Committee leads the strategic direction of HSMAI’s Contact Center SIG, fostering collaboration and delivering valuable insights, networking opportunities, and educational resources that help members grow and succeed.
Commitment expectations for selected Steering Committee Members:
- Maintain an active HSMAI Membership.
- Commit to volunteering 1-2 hours per month for a 2-year term
- Participate in monthly 1 hour Steering Committee meetings and quarterly All-Member meetings.
- Help develop contact center content by offering strategic input, shaping best practices, and collaborating with peers to drive innovation.
Applications will be released Aug/Sep 2025 – Limited seats appointed. For more information, email Renee Blessing renee.blessing@hsmai.org
Who Should Apply:
- Experienced contact center professionals
- Individuals with a strong commitment to industry advancement
- Those eager to make a meaningful impact
Resources and articles:
- Alignment of Strategies, Incentives Key for Success at Hotel Contact Centers (costar.com) – Publication from HSMAI’s 2024 Commercial Strategy Conference breakout session “Maximizing Your Contact Center Channel”
- The Value of a Contact Center | HSMAI Global – Article written by HSMAI’s Contact Center SIG Steering Committee member.
- The Value of the Relationship between Revenue Management teams and Contact Centers | HSMAI Global – Article written by HSMAI’s Contact Center SIG Steering Committe members.
- Rethinking Employee Engagement in 2024 | HSMAI Global – Article from HSMAI’s Contact Center SIG All Members Virtual Meeting discussion (March 2024)
- Next-Level Contact Centers: Boosting Team Dynamics and Operational Excellence | HSMAI Americas – Article from HSMAI’s Contact Center SIG All Memberships Virtual Meeting discussion (Sep & Oct 2024)
Who should join HSMAI’s Contact Center Special Interest Group?
Contact Center leaders and executives of large and small brands in the hospitality and travel industries for reservations, service, social, loyalty, and guest experience, and their industry partners.
Join today (free benefit for HSMAI members)!
Next steps – Opt-in to “Contact Center SIG” in your member profile:
• Log in to MY HSMAI using your member log in details
• Select Update My Interests
• Select Special Interest-Contact Center
Contact our team at partnership@hsmai.org for information on customized partnership packages.
For More Information
For inquiries and information, please contact Renee Blessing at renee.blessing@hsmai.org or 703-841-8297
