HSMAI Contact Center Special Interest Group

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.

2024 Member Meeting Schedule: 

Virtual Meetings

  • Tuesday, March 12, 2024 | 2024 Staff Engagement Initiatives
  • Tuesday, September 10, 2024 @ 12PM – 1PM ET | Register Online
  • Tuesday, December 10, 2024 @ 6PM – 7PM ET 

In-Person Meeting

  • HSMAI Contact Center Summit | Thursday, June 27, 2024 in Charlotte, NC (8:00AM – 4:00PM)
    • Join contact center leaders and executives in Charlotte, NC for a day of actionable conversation, best practices sharing, and session workshops at the inaugural HSMAI Contact Center Summit (formerly known as the IARE Conference); separate fee applies
    • Make the most of your travel and come early for HSMAI’s Commercial Strategy Conference (June 25-26, 2024).

Thank You To Our Contact Center Summit Partners

Join contact center leaders and executives in Charlotte, NC for a day of actionable conversation, best practices sharing, and session workshops at the inaugural HSMAI Contact Center Summit (formerly known as the IARE Conference).

Who should attend?

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.

Meeting Dress Code: Business Casual


Thursday, June 27, 2024

8:00am – 9:00am     Networking Breakfast & Partner Showcase

9:00am – 12:00pm   Sessions & Workshops

  • Accelerate Connections: Speed Networking Session – Exchange insights and explore potential synergies through a series of structured, time-limited conversations.
  • Unlocking the Power of Contact Centers: Insights from Hotel Commercial Leaders – Top hotel sales, marketing, and revenue management leaders will share their insights into the untapped potential of contact centers as a channel for driving business success into the future. We’ll hear their perspectives on how contact centers can:

• Optimize intersections with sales and marketing
• Maximize revenue and drive profitability
• Align contact center metrics with commercial and overall business goals
• Adapt to shifting consumer behaviors and preferences
• Future-proof themselves for long-term success

Participants will leave the discussion with a deeper understanding of how hotel contact centers can be even more powerful tools for driving sales, enhancing marketing efforts, and optimizing revenue management into the future.

  • Exploring Consumer Trends and Digital Shifts in the Contact Center Space: Reinventing Strategies for Success – In this enlightening session, we’ll delve into the evolving landscape of contact centers amidst the digital transformation era. Join us as we uncover how contact centers are redefining themselves to meet the changing needs of today’s consumers that are shaping the contact center space.

12:00pm – 1:00pm   Networking Lunch & Partner Showcase

1:00pm – 3:30pm    Sessions & Workshops

  • Actionable Insights: Analyzing Contact Center Benchmarks – Discover key insights, trends, and performance metrics gleaned from industry-leading organizations. Gain valuable perspectives on best practices and strategies to optimize your contact center operations. Prepare to unlock actionable insights that will elevate your contact center performance to new heights.
  • Innovate & Elevate: Innovation Lab Workshop – Highly interactive session will introduce innovative tools to tackle contact center issues you face each day.
  • Connect & Collaborate: Networking Forums – Designed to foster meaningful connections and collaboration. These forums provide a platform for attendees to exchange ideas, share insights, and forge valuable partnerships with industry peers.


3:30pm – 4:00pm    Summit Wrap Up


1-Day Registration for ONLY HSMAI Contact Center Summit, Thursday, June 27th, 2024

Register now!

Registration for BOTH HSMAI Contact Center Summit & HSMAI Commercial Strategy Conference

Register now!


Cancellation Policy

Cancellations received four weeks prior to the conference will receive a full refund less a $50 administrative fee. Cancellations received between four and one week out are entitled to a 50% refund, or 100% roll-over to the 2025 conference. Cancellations received within one week will not be refunded, except in the case of a medical emergency (including if you are required to isolate due to covid exposure). The transferring of a registration must be requested in writing. All cancellations and transfers must be submitted in writing to mandie.hart@hsmai.org.


If you register online, you will immediately receive an electronic confirmation of your registration. If you faxed, mailed, or called in your registration and have not received a confirmation within 10 business days, please contact mandie.hart@hsmai.org.

Consent to Use of Photographic Images

Registration and attendance at, or participation in, HSMAI meetings and other activities constitutes an agreement by the registrant to the use and distribution of the registrant or attendees’ image or voice in photographs, videotapes, electronic reproductions and audiotapes of such events and activities by HSMAI.

Corporate Confidentiality, Antitrust Guidelines, & Code of Conduct

Attendees at HSMAI’s events must agree to follow HSMAI’s statement on corporate confidentialityantitrust guidelines, and code of conduct.

Special Accommodations

HSMAI is committed to providing access to all individuals attending the conference. Those needing any special accommodations (e.g., sign-language interpretation or large-type print materials) should email Renee Blessing.

Steering Committee Members:

  • CHAIR: Anita Travis, Outrigger Hotels
  • VICE CHAIR: Megan Becker, Hershey Entertainment & Resorts
  • Natalie Baumhover, Hyatt Hotels & Resorts
  • Stephanie Davis, Accor Hotels
  • Katie Henshaw, Red Roof
  • Michelle Lord, Accor Hotels
  • Angela Meyers, Hershey Entertainment & Resorts
  • Denise Pullen, DAISIA Consulting
  • Scott Wright, IGT Solutions
  • Shanna Wright, Red Roof

Book Your Room

HSMAI encourages all attendees to stay in the official HITEC housing block. See available options at HITEC Hotel & Travel. No reservations will be accepted after May 31.

Beware of Unauthorized HSMAI Hotel Solicitations

HITEC Hotel & Travel  (powered by Orchid Events) is the only official hotel provider associated with HSMAI’s 2024 Commercial Strategy Conference & co-located events. Other hotel resellers may contact you offering accommodations for your trip, but they are not endorsed by or affiliated with HSMAI.

Please see this prospectus for partnership opportunities and contact Partnership Manager Mark Primuth at Mark.Primuth@hsmai.org with questions.

For More Information

For inquiries and information, please contact Renee Blessing at renee.blessing@hsmai.org or 703-841-8297