Edward Perry, Head of Partnerships, Americas at HRS - The Hotel Portal
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Edward Perry


Head of Partnerships, Americas
HRS - The Hotel Portal

Check out the incredible speaker line-up to see who will be joining Edward.

Download The Latest Agenda

Day One - Monday, April 27: The Customer Journey: Dreaming, Planning & Booking

Saturday, March 4th, 2017


15:50 Panel Session: Decision Verification – The Role Of Friends & Family And Review Sites During The Planning Process

You’ve been inspired and have decided on a destination. But how do you decide where you’re going to stay? What you’re going to do during the day? What’s the definition of a “can’t miss” activity in your destination of choice? Social networks, review sites, photos & videos are increasingly influential in determining traveler choices. Learn how you can stay on top of the action.

Day Two - Tuesday, April 28: The Customer Journey: Preparation, Experience & Building Customer Loyalty

Tuesday, April 4th, 2017


09:20 Panel Session: How Can You Deliver The Right Customer Experience Between Booking And Departure?

• Remembering that not every touch point has to be transactional: Providing relevant information that builds excitement around a trip

16:10 Panel Session: Collecting & Sharing Guest Feedback To Drive Bookings & Improve Operations

• Distributing post-stay surveys and driving social sharing of positive reviews to increase exposure and bookings
• Using reviews to improve operations, guest satisfaction and loyalty
• Ensuring that survey responses and guest records in your database are intertwined: Building greater knowledge about guest preferences to make future marketing messages more relevant
• Handling less favorable feedback: When to intervene with a phone call from guest services or a general manager?