WTM Media Diary of Events Brochure - World Travel Market

WTM. Media Diary of Events 2012WEDNESDAY 7 NOVEMBER WTM WRTD DAY11.00 – 12.00 Customer ServiceOrganised by the Institute of HospitalityWhen ‘good’ is no longer good enough, how can hotelswin the war for customer loyalty? Is there even such athing as customer loyalty anymore? Find the answers tothese questions, and many more.Chair: Ann Corrigan FIH, Managing Director, HospitalityAssuredSpeakers: Bulent Osman, Managing Director, The AppGarden, Heiko Figge FIH, Managing Director, Guomanand Thistle Hotels, Sean Valentine MIH, ManagingDirector, Aspire Group, AIMIA and Darren GearingMIH, Vice President and General Manager, Shangri-LaHotel at the Shard, London and Sean Valentine MIH,Managing Director, Aspire Group.South Gallery Room 1911.00 – 12.00 Virgin Holidays Responsible Tourism AwardsSponsored by BBC World NewsOrganised by responsibletravel.com. sponsored by VirginHolidays and in partnership with Metro Newspaper,World Travel Market and Geographical.Presentation of the Virgin Holidays Responsible TourismAwards 2012, the largest awards of their kind in the world.Press Centre, Platinum Suite 3, Level 311.00 – 12.00 2012 Guatemala and the new Bak’tun RouteLaunch of The Bak’tun Route, a new tourist trail whichvisits several archaeological sites and other locations inGuatemala connected to the Mayan calendar, as thecountry prepares to celebrate the Dawn of a New Ageon 21 December 2012.Light refreshments will be served after the conference.South Gallery Room 3311.00 – 11.30 Italy’s Best Tours – Destination BriefingPresentation of 2013 tours, excursions and differentexperiences. Art cities and more. High qualityentertaining and informative events.EM1660 - Toscana Promozione - North Hall11.00 – 12.00 Management of Customer reviews. Why are hotels so badat it? Does it really matter?As an Industry, Hoteliers seem to hate review sites likeTrip-advisor, bemoaning their accuracy and fairness.However, 60% of holiday makers now look at CustomerReview scores before booking a holiday. Successfullymanaging a hotels online review scores can increasebookings by 30% with the same averting spend. Toogood to be true? Come and listen to expert advice onquick and simple ways to boost review scores and howthese reviews need to be posted to maximise exposurewithin Google.Chair: Steve Endacott, Chief Executive, OHGAccommodationSouth Gallery Room 27 & 2840