HSMAI Contact Center Special Interest Group

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: A Community for Guest Engagement Leaders, fostering collaboration and delivering valuable insights, networking opportunities, and educational resources that help members and organizations thrive.

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 thought leadership and educational content by providing strategic input, sharing best practices, and collaborating with peers to address industry challenges and drive innovation across guest engagement functions.

HSMAI’s annual “Call for Applications” will be released Aug 3, 2026 – Limited seats appointed. For more information, email Renee Blessing renee.blessing@hsmai.org

Who Should Apply:

• Leaders and experienced professionals in reservations, contact centers, customer care, loyalty, social engagement, and guest experience functions.
• Individuals with a strong commitment to advancing the hospitality and travel industry.
• Professionals eager to share expertise, collaborate with peers, and make a meaningful impact.

Resources and articles: 

• Navigating Contact Center Terms: Acronyms & Terminology Explained (coming soon) – Insights from Steering Committee Members (7/2026)
• Trending Topics (coming soon) – Insights from HSMAI’s Contact Center SIG Fireside Chat (7/2026)
• The Contact Center is Not a Cost, it’s a Conversion Engine  – HSMAI Studio Podcast Episode (4/2026)
• The Contact Centers Role in Commercial Strategy | HSMAI Americas – Insights from HSMAI’s Contact Center SIG All Members Meeting (4/2026)
• 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)