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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.
Meeting Schedule:
Virtual All Members Meetings | Registration Rates: HSMAI Members – Free | Non-Members $99
An interactive forum featuring updates, education, and peer insights.
Tuesday, April 14 @ 12:00 – 1:00 PM ET | Register Online
- Contact Centers Role in Commercial Strategy: Join the discussion and explore how Contact Centers consistently drive substantial annual revenue while showcasing a high standard of hospitality.
- Pre-Reading Recommendations: Article links below offer added context for the group discussion ahead.
- Prepare to Engage: Consider these thought‑provoking questions ahead of the discussion.
- If Contact Centers disappeared tomorrow, how much revenue would brands lose?
- On the contrary, how much more revenue could Contact Centers be generating if additional calls were routed through the contact centers vs on-site teams?
- What percentage of revenue is generated through the contact center?
- Given the outcomes in contact center vs hotel; how aligned are our contact center goals with sales, marketing, and revenue management? Are there additional opportunities to further support one another?
- Steering Committee Co-Facilitators:
- Anita Travis, VP Global Contact Center, Outrigger Hospitality Group
- Stephanie Poirier, Senior Team Leader, Sales Support & Quality Performance, Accor
Virtual Fireside Chat | Registration Rates: HSMAI Members – Free | Non-Members $49
A conversational space for member connection and shared learning.
Tuesday, April 28 @ 12:00 – 1:00 PM ET | Register Online
- Open discussion on Quality Assurance best practices & other trending topics
- Steering Committee Facilitator: Fatima Fisher, Director of Global Reservation Support, Pyramid Global Hospitality
Monday, May 11 @ 12:00 – 1:00 PM ET | Register Online
- Open discussion on AI impact on agents & other trending topics
- Steering Committee Facilitator: Megan Becker, Manager of Hiring and Training, Reservations, Hershey Entertainment & Resorts Company
In-Person Contact Center Roundtable in San Antonio, TX | Register Online
- Held in conjunction with HSMAI’s Commercial Strategy Conference | June 16-17, 2026 in San Antonio, TX
Monday, June 15, 2026 @ 2:00 – 5:00 PM
- This interactive forum combines peer discussion and partner insights to explore trends, challenges, and opportunities shaping contact center strategy.
- Designed for hospitality leaders driving contact center strategy, operations, and performance across sales, marketing, and revenue management from hotel brands, management companies, and ownership groups at the property, regional, and enterprise level.
- Registration is required – Hotelier conference attendees may add this function to their HSMAI Commercial Strategy Conference registration at no additional cost.
- Limited partner opportunities available: Position your brand at the center of the conversation by participating in this exclusive contact center roundtable with hotelier leaders. For details, please contact Mat Havrilla mat.havrilla@hsmai.org
THANK YOU – HSMAI’s Contact Center Roundtable Partner
2026 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
- 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 2026 – 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:
- Beyond the Call – 5 Ways Contact Centers Shape Commercial Success | HSMAI Global – Insights from HSMAI’s Contact Center Benchmarking. developed by the HSMAI Contact Center SIG Steering Committee (2025)
- Alignment of Strategies, Incentives Key for Success at Hotel Contact Centers (costar.com) – Publication from HSMAI’s Commercial Strategy Conference breakout session “Maximizing Your Contact Center Channel” (2024)
- The Value of a Contact Center | HSMAI Global – Article written by HSMAI’s Contact Center SIG Steering Committee member (2024)
- The Value of the Relationship between Revenue Management teams and Contact Centers | HSMAI Global – Article written by HSMAI’s Contact Center SIG Steering Committee members (2024)
- Rethinking Employee Engagement in 2024 | HSMAI Global – Article from HSMAI’s Contact Center SIG All Members Virtual Meeting discussion (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 (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
