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DTSTART;TZID=America/New_York:20251006T080000
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DTSTAMP:20260507T093623
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UID:12269-1759737600-1759746600@americas.hsmai.org
SUMMARY:ECC – Excelling at Customer Centricity – an HSMAI Certification Program
DESCRIPTION:🔑 Unlock the power of customer-centric leadership! \n\n\n\n\n\n\nWith HSMAI Region Europe’s Excelling at Customer Centricity programme\, your team identifies and implement processes to close gaps that stop them from excelling\, consistently\, when in direct contact with your guests. Actions are proposed with clear ECC measurements to add value through your internal culture and communication planning\, the inclusion of key stakeholders\, employee engagement and service recovery methods.
URL:https://americas.hsmai.org/event/ecc-excelling-at-customer-centricity-an-hsmai-certification-program/2025-10-06/
LOCATION:Online Web Series
CATEGORIES:Events
ATTACH;FMTTYPE=image/png:https://americas.hsmai.org/wp-content/uploads/sites/16/2025/08/ECC-Program-Launch-.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250929T080000
DTEND;TZID=America/New_York:20250929T103000
DTSTAMP:20260507T093623
CREATED:20250814T215000Z
LAST-MODIFIED:20250814T215330Z
UID:12268-1759132800-1759141800@americas.hsmai.org
SUMMARY:ECC – Excelling at Customer Centricity – an HSMAI Certification Program
DESCRIPTION:🔑 Unlock the power of customer-centric leadership! \n\n\n\n\n\n\nWith HSMAI Region Europe’s Excelling at Customer Centricity programme\, your team identifies and implement processes to close gaps that stop them from excelling\, consistently\, when in direct contact with your guests. Actions are proposed with clear ECC measurements to add value through your internal culture and communication planning\, the inclusion of key stakeholders\, employee engagement and service recovery methods.
URL:https://americas.hsmai.org/event/ecc-excelling-at-customer-centricity-an-hsmai-certification-program/2025-09-29/
LOCATION:Online Web Series
CATEGORIES:Events
ATTACH;FMTTYPE=image/png:https://americas.hsmai.org/wp-content/uploads/sites/16/2025/08/ECC-Program-Launch-.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250922T080000
DTEND;TZID=America/New_York:20250922T103000
DTSTAMP:20260507T093623
CREATED:20250814T215000Z
LAST-MODIFIED:20250814T215329Z
UID:12266-1758528000-1758537000@americas.hsmai.org
SUMMARY:ECC – Excelling at Customer Centricity – an HSMAI Certification Program
DESCRIPTION:🔑 Unlock the power of customer-centric leadership! \n\n\n\n\n\n\nWith HSMAI Region Europe’s Excelling at Customer Centricity programme\, your team identifies and implement processes to close gaps that stop them from excelling\, consistently\, when in direct contact with your guests. Actions are proposed with clear ECC measurements to add value through your internal culture and communication planning\, the inclusion of key stakeholders\, employee engagement and service recovery methods.
URL:https://americas.hsmai.org/event/ecc-excelling-at-customer-centricity-an-hsmai-certification-program/2025-09-22/
LOCATION:Online Web Series
CATEGORIES:Events
ATTACH;FMTTYPE=image/png:https://americas.hsmai.org/wp-content/uploads/sites/16/2025/08/ECC-Program-Launch-.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20220201T140000
DTEND;TZID=America/New_York:20220201T144000
DTSTAMP:20260507T093623
CREATED:20220110T205035Z
LAST-MODIFIED:20220110T205659Z
UID:6782-1643724000-1643726400@americas.hsmai.org
SUMMARY:The Crystal Ball is Less Cloudy: Using Traveler Sentiment Research as a Guidepost Forward
DESCRIPTION:This HSMAI State of the Industry member webinar will provide exclusive insights from Amir Eylon\, President & CEO\, Longwoods International. \nThe COVID-19 Pandemic has not just changed travel\, but also the traveler…  Through the use of  industry-leading sentiment and visitor research\, Amir Eylon\, travel industry expert and CEO of market research consultancy\, Longwoods International will share some of the latest insights into what travelers are thinking\, how they are behaving\, and how they are evolving to help us understand the road ahead. Eylon\, an HSMAI Top 25 honoree\, has been providing insights for HSMAI members regulary. throughout the pandemic based on Longwoods’ extensive customer surveying. \nThis 40-minute webinar is provided as an HSMAI member benefit. \n \nAbout the Presenter \n\nAmir Eylon\nPresident & CEO\nLongwoods International \nA thirty-year veteran of the Travel & Tourism industry\, Amir leads the entire team responsible for the development and execution of all facets of the organization from program development to customer acquisition and retention. \nHe joined Longwoods in 2015 from his previous role as Vice President\, Partner Engagement with Brand USA\, the public-private partnership serving as the destination marketing organization dedicated to increasing international visitation to the US. He led the team responsible for helping to increase Brand USA’s partnership base and ensuring that participants received excellent service throughout Brand USA’s deployment of joint marketing programs. During his tenure\, Brand USA grew its base to 475 partners\, comprised of destination marketing organizations\, convention and visitor bureaus\, attractions\, travel brands\, airlines\, and tour operators. \nPrior to joining Brand USA\, Amir served as Director of the Ohio Office of Tourism. He has been recognized with a number of Industry honors including: Top 25 Extraordinary Minds in Sales & Marketing award (2014) by the Hospitality Sales and Marketing Association International (HSMAI); The Ohio Tourism Industry’s Highest Honor\, The Paul Sherlock Award; and The State of Ohio Distinguished Service Medal.
URL:https://americas.hsmai.org/event/the-crystal-ball-is-less-cloudy-using-traveler-sentiment-research-as-a-guidepost-forward/
LOCATION:Online Web Series
CATEGORIES:Nationalevents
ATTACH;FMTTYPE=image/jpeg:https://americas.hsmai.org/wp-content/uploads/sites/16/2020/06/glass-ball-4970079_1920-e1586283846383-1.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20201209T140000
DTEND;TZID=America/New_York:20201209T151500
DTSTAMP:20260507T093623
CREATED:20201009T142915Z
LAST-MODIFIED:20201026T163110Z
UID:4697-1607522400-1607526900@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: From Revenue to Profit: Can you make the shift?
DESCRIPTION:Revenue Optimization Track\nOrganized by HSMAI’s Revenue Optimization Advisory Board \nProfitability is more important than ever. All revenue is not created equal and the revenue leaders of tomorrow need the financial acumen to understand how revenue translates to cash flow and which financial metrics to factor into analysis. This session will sharpen those skills and equip you with the tools needed to add more value to owners and key stakeholders. \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-11-04-2020-12-09/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20210120T140000
DTEND;TZID=America/New_York:20210120T151500
DTSTAMP:20260507T093623
CREATED:20201009T142915Z
LAST-MODIFIED:20201026T164211Z
UID:4703-1611151200-1611155700@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: Customer Insights for the New Year
DESCRIPTION:Marketing Track\nOrganized by HSMAI’s Marketing Advisory Board: The session description is coming soon! \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-11-04-2021-01-20/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20210113T140000
DTEND;TZID=America/New_York:20210113T151500
DTSTAMP:20260507T093623
CREATED:20201009T142915Z
LAST-MODIFIED:20201026T164015Z
UID:4702-1610546400-1610550900@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: The New Abnormal: Lessons Learned\, Unlearned\, and Re-learned
DESCRIPTION:Revenue Optimization Track\nOrganized by HSMAI’s Revenue Optimization Advisory Board \nHear from industry veterans and new leaders about old and new lessons that have impacted their business during the times of Covid. Learn what it is to think not just outside the box but in a whole different warehouse. You’ll learn to consider both experience and innovation as you chart your course to a post-Covid industry \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-11-04-2021-01-13/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20210106T140000
DTEND;TZID=America/New_York:20210106T151500
DTSTAMP:20260507T093624
CREATED:20201009T142915Z
LAST-MODIFIED:20201026T163645Z
UID:4701-1609941600-1609946100@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: Accelerate Recovery through Sales & Revenue Innovations and Collaboration
DESCRIPTION:Sales Track\nOrganized by HSMAI’s Sales Advisory Board: The session description is coming soon! \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-11-04-2021-01-06/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20201216T140000
DTEND;TZID=America/New_York:20201216T151500
DTSTAMP:20260507T093624
CREATED:20201009T142915Z
LAST-MODIFIED:20201026T163753Z
UID:4698-1608127200-1608131700@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: Fill the Funnel: Fostering Diversity and Inclusion in Hospitality Marketing
DESCRIPTION:Marketing Track\nOrganized by HSMAI’s Marketing Advisory Board: The session description is coming soon! \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-11-04-2020-12-16/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20201202T140000
DTEND;TZID=America/New_York:20201202T151500
DTSTAMP:20260507T093624
CREATED:20201009T142915Z
LAST-MODIFIED:20201026T162209Z
UID:4696-1606917600-1606922100@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: Pivoting to Survive: The Customer Perspective on Sales Innovations in the Covid World
DESCRIPTION:Sales Track\nOrganized by HSMAI’s Sales Advisory Board \nThe buyer-supplier dynamic has changed and with it comes opportunities to innovate our sales approaches to meet the changing expectations of our customers. Attend this session to hear the customer perspective on successful approaches that have made a difference and have broken through to create memorable long-term success. \nYou’ll hear directly from leading customers in the Corporate Travel\, G&M\, Wholesale\, & Luxury sectors. \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-11-04-2020-12-02/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20201118T140000
DTEND;TZID=America/New_York:20201118T151500
DTSTAMP:20260507T093624
CREATED:20201009T142915Z
LAST-MODIFIED:20201026T162612Z
UID:4694-1605708000-1605712500@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections:  Measuring Marketing Effectiveness During (and Post!) Pandemic
DESCRIPTION:Marketing Track\nOrganized by HSMAI’s Marketing Advisory Board \nMarketing teams continue to confront unprecedented challenges – including measuring the effectiveness of their marketing efforts in the “new abnormal.” \nMarketing experts will share insights and best practices for: \n• measuring and tracking your progress\, \n• demonstrating value\, \n• avoiding common pitfalls and key techniques to exploit\, and \n• adapting during what is likely to be a very bumpy recovery. \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-11-04-2020-11-18/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20201111T140000
DTEND;TZID=America/New_York:20201111T151500
DTSTAMP:20260507T093624
CREATED:20201009T142915Z
LAST-MODIFIED:20201026T162502Z
UID:4693-1605103200-1605107700@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: Winning with Multi-Property Revenue Management
DESCRIPTION:Revenue Optimization Track\nOrganized by HSMAI’s Revenue Optimization Advisory Board \nMulti-property revenue management — both on and off property — has been a growing approach to executing revenue management over the past 10 years. As our industry faces the disruption of Covid-19\, the use of remote and multi-property revenue management is increasing rapidly. Tune into our panelists who will talk about best practices for handling multi-property revenue management including the challenges and opportunities of creating and operating consolidated revenue management organizations. This will be a frank discussion on the impacts of and responses to the disruption caused by Covid 19 to these remote models. \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-11-04-2020-11-11/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20201104T140000
DTEND;TZID=America/New_York:20201104T151500
DTSTAMP:20260507T093624
CREATED:20201009T142915Z
LAST-MODIFIED:20201026T160845Z
UID:4692-1604498400-1604502900@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: The Metrics that Matter
DESCRIPTION:Sales Track\nOrganized by HSMAI’s Sales Advisory Board \nHospitality companies and sales organizations within them have endured their most challenging year ever and are beginning to settle into the new normal for the foreseeable future. Salespeople – especially at the property level – continue to deal with wearing multiple hats and an ever-changing path to purchase and their leaders struggle with new strategies\, structures\, and sales measurement metrics\, and this list continued to change and grow. The traditional measures of success still exist – RevPAR\, activity-based metrics\, goals/quotas\, etc. – but what others are key to effectively measuring and communicating your success in this new environment? \nThis session combines expert research and insights from ZS\, a leading consulting firm\, with insights from HSMAI members in a content-rich and interactive environment. Attendees will hear from ZS how to identify the metrics that matter in your specific environment with the key objective: improving overall sales effectiveness & performance. In addition to insights from ZS\, the session will include relevant case studies and interactive break-out discussions that will enable participants to immediately apply what they’ve learned. We look forward to your participation in this engaging and insightful session! \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-11-04/2020-11-04/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20201028T140000
DTEND;TZID=America/New_York:20201028T151500
DTSTAMP:20260507T093624
CREATED:20201009T142915Z
LAST-MODIFIED:20201009T145225Z
UID:4691-1603893600-1603898100@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: Inspiring Guest Confidence: The New Value Proposition
DESCRIPTION:Marketing Track\nOrganized by HSMAI’s Marketing Advisory Board \nPotential travelers are uncertain about the rules of the road (and skies). Case in point: searches for “can I travel” have grown globally by 800% YOY; and\, searches for “safe to fly” have grown by over 500% YOY. \nThis session will share best practices and strategic insights around nurturing the growing level of comfort many people have when it comes to travel\, and amplifying messages around health and safety initiatives. \nThe goal is to help travelers return to the road with renewed confidence. \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-10-28/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20201021T140000
DTEND;TZID=America/New_York:20201021T151500
DTSTAMP:20260507T093624
CREATED:20201009T142915Z
LAST-MODIFIED:20201009T144911Z
UID:4690-1603288800-1603293300@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: Hitting the Bullseye When Your Target Shrinks and Expands
DESCRIPTION:Revenue Optimization Track\nOrganized by HSMAI’s Revenue Optimization Advisory Board \nRecovery is going to vary by market and hotel type\, so how do you set meaningful goals and expectations for your team and owners? This session is designed to help you understand alternatives to a traditional goal-setting process\, give you some ideas about how to structure goals and incentives\, and help you break your process down to the basics. Join our diverse group of industry leaders as we discuss how to build a path forward amidst the chaos. \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team-2020-10-21/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20201014T140000
DTEND;TZID=America/New_York:20201014T151500
DTSTAMP:20260507T093624
CREATED:20201009T142915Z
LAST-MODIFIED:20201009T144448Z
UID:4675-1602684000-1602688500@americas.hsmai.org
SUMMARY:HSMAI Recovery Connections: Leverage STRENGTHS\, Not Skills\, to Drive Results from Your Team
DESCRIPTION:Sales Track\nOrganized by HSMAI’s Sales Advisory Board \nIn order to make the most of the streamlined sales teams most hotels have today\, we need to turn the traditional model of “deploy first\, set goals second” on its head. \nToday we must start with goals and objectives\, and align the strengths of individuals on our teams to them. \nYou will walk away from this session with actionable insights from the owner\, operator\, and brand perspectives about: \n• making the prioritization of goals a priority\, \n• the difference between the strengths and skills of your team members\, and \n• the best was to determine the deployment to meet specific goals\, targets\, or business needs. \nHSMAI members save 25% off published prices!
URL:https://americas.hsmai.org/event/hsmai-recovery-connections-leverage-strengths-not-skills-to-drive-results-from-your-team/
LOCATION:Online Web Series
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20220913
DTEND;VALUE=DATE:20220928
DTSTAMP:20260507T093624
CREATED:20200813T113938Z
LAST-MODIFIED:20220926T140355Z
UID:4254-1663027200-1664323199@americas.hsmai.org
SUMMARY:Design For Attention Master Class
DESCRIPTION:[vc_row][vc_column][vc_column_text]Do you need to: \n\nLead client presentations\, webinars and meetings that stand out from the crowd?\nUse narrative structure to create powerful talks?\nTake advantage of visual storytelling\, micro moments and more?\nAvoid the biggest mistakes presenters make\, especially for virtual audiences?\n\nThis master class shows you how to stand out from the crowd with powerhouse presentations that capture attention. \nBrought to HSMAI members at no cost from the HSMAI Foundation. \nParticipants get: \n\ntwo web sessions delivered live\nresource materials including tip sheets\, case studies\, scripts\, and step-by-step guides\ntwo months of access to the Master Class Hub with web recordings\, courses\, and materials\n\nPresented By: \n[/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][vc_tta_accordion style=”flat” shape=”square” color=”green” gap=”1″ active_section=”-1″ no_fill=”true” collapsible_all=”true”][vc_tta_section title=”September 13: The Power of Narrative: Earn Your Audience” tab_id=”1597325395907-61441a04-bee7″][vc_column_text]September 13\, 2022 @ 11 AM Eastern Time \nYour audiences have long been distracted. Now\, they are more distant\, too. How do you get them to tune in to your next virtual client presentation or team meeting? To have impact\, you must design your talks and meetings for a small screen––in a way that makes a big impact. We’ll show you how to: \n\ndesign for attention and today’s virtual audience\nuse narrative structure\, pacing and the three-second rule\ntake advantage of micro moments\, storylines and more\n\n[/vc_column_text][/vc_tta_section][vc_tta_section title=”September 27: The Power of the Visual: Wow Your Audience” tab_id=”1597325395907-819ce6bf-f06a”][vc_column_text]September 27\, 2022 @ 11 AM Eastern Time \nWe take in most of our information through our eyes. So your presentation or online webinar can wow a crowd––or lose one––in the first few minutes (or even the opening title slide). We’ll cover how to: \n\nleverage rapid visual storytelling to capture attention\nuse images to illustrate (not decorate)\navoid the biggest mistakes presenters make\, especially for virtual audiences\n\n[/vc_column_text][/vc_tta_section][vc_tta_section title=”Register Now!” tab_id=”1597326770328-d7f34c42-1883″][vc_column_text]» HSMAI Members: Free thanks to the HSMAI Foundation \n» Non-Members: $99 \n\n[/vc_column_text][/vc_tta_section][/vc_tta_accordion][/vc_column][/vc_row]
URL:https://americas.hsmai.org/event/design-for-attention-master-class/
LOCATION:Online Web Series
CATEGORIES:Classes,Nationalevents
ATTACH;FMTTYPE=image/jpeg:https://americas.hsmai.org/wp-content/uploads/sites/16/2020/08/HsJDFaSJQwqWnsQ2ZDwM_about-B.jpg
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