Operational Transformation and Building Resilience for the Hospitality Industry Forum

8-9 September, 2021

Virtual Event

Series Event Brochure

Event Summary

Europe’s leading hotel chains came together to explore strategies for post-pandemic recovery, operational innovation, and workforce resilience. Sessions covered digital transformation, customer experience, and talent retention, providing practical guidance on upskilling staff and leveraging technology to enhance efficiency and service. The programme also addressed evolving guest expectations, diversity in management, and health and safety priorities, creating a holistic view of the industry’s path forward. Participants engaged in expert-led discussions and networking opportunities, exchanging insights to navigate disruption and rebuild sustainable, future-ready hospitality operations.

Key Topics

Addressing the emotional and mental needs of travellers post-Covid-19
Personalising the customer experience to promote connection over escape
Diversity and inclusion strategies for a fully representative hospitality workforce
Digital disruption in hospitality: major shifts and lessons learned
Reinvigorating business travel, conferences, and trade shows in a post-pandemic world
Strengthening direct booking channels and balancing third-party distribution
Health, safety, and cleanliness as competitive differentiators
Promoting domestic tourism: holistays, staycations, and environmental responsibility
AI-powered service delivery and customer-facing innovations
Redefining hospitality operations and leadership principles for the future

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