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The HSMAI Contact Center Special Interest Group (formerly IARE) 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.
Thank You HSMAI Contact Center SIG Year-Round Partner
SIG Member Meeting Schedule:
Quarterly Virtual Meetings
- Tuesday, Oct 8, 2024 @ 12PM – 1PM ET | Register Online
- Tuesday, Dec 10, 2024 @ 6PM – 7PM ET | Register Online
Annual In-Person Meeting
In conjunction with HSMAI’s Commercial Strategy Conference | June 17-18, 2025 in Indianapolis, IN
- New in 2025, Contact Center sessions will be fully integrated into HSMAI’s Commercial Strategy Conference. To view example of 2024 sessions and schedule of events, please visit HSMAI Commercial Strategy Conference | 2024 Conference Schedule
- For 2025 budget requests, feel free to use 2024 registration rates as a baseline. 2025 rates will be released by November.
| 1 Individuals who are directly employed by hotel brands, management companies, ownership groups, independent hotels and resorts, DMO’s, restaurants, and attractions. |
| 2 Individuals from supplier organizations who market to hotel/associate professionals. |
| 3 Join HSMAI today to save on registration fees. |
2024 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
- Natalie Baumhover, Assistant Director, Guest Services | Hyatt Hotels & Resorts
- Stephanie Davis, Team Leader, Sales Support | Accor
- Katie Henshaw, Director, Contact Center & Vendor Management | Red Roof
- Kory Laszewski, Vice President, Global Sales | Telus International
- Michelle Lord, Director, Reservation Sales | Accor Global Reservation Center
- Denise Pullen, Founder, CEO | Daisia Consulting
- Shanna Wright, VP, Distribution | Red Roof
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 March 2024 All Members Virtual Meeting discussion.
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
Representatives from these companies will be attending the inaugural HSMAI Contact Center Summit in 2024 (Updated 6/18/24)
Accor
Aimbridge Hospitality
Amadeus
Colonial Williamsburg
ComOps
Daisia Consulting
DDC FPO
Drury Hotels
Great Ohio Lodges
Hershey Entertainment & Resorts Company
Ibex
Loews Hotels & Co.
Marcus Hotels and Resorts
Outrigger Hospitality Group
Precision Point Partners, Inc.
Red Roof
ReservHotel
Sassato LLC
SymTrain
TELUS International
The Hotels Network
Travel Outlook
Vail Resorts, Inc.
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
