During an HSMAI Contact Center Special Interest Group (SIG) session focused on Team & Agent Dynamics and Operational Excellence, industry professionals from organizations such as Hershey Entertainment & Resorts, Accor, IHG, Rosewood Hotels & Resorts, and others gathered to share their experiences, challenges, and strategies in managing contact centers effectively.

Over the past few weeks, I’ve had the pleasure of attending several events that highlight the vibrancy and dedication of our HSMAI community. From Curate and the Sales Leader Forum (SLF) to the Americas Board Meeting and Executive Roundtables, these gatherings have not only been opportunities to meet members, partners, committed staff and leadership but also a chance to witness firsthand the passion and innovation driving our industry.

HSMAI recently announced Brian Hicks as its new CEO and President. Hicks will lead HSMAI with over 30 years of experience across various commercial, operational, and strategic roles in the hospitality industry.

HSMAI hosted a Distribution Executive Roundtable during Commercial Strategy Week. Distribution experts discussed how to effectively manage and control rate distribution. 

A hotel’s ability to influence and increase market share requires a thoughtful, well-researched strategy. Winning a targeted segment begins months if not years in advance of the annual RFP process.

HSMAI will recognize Dayna Zeitlin, Director of Sales and Marketing at Sofitel New York, as the Sales Professional of the Year at the HSMAI Sales Leader Forum on November 13th in Washington, DC.   

HSMAI is pleased to honor Dan Surette with the Career Achievement in Sales Award at the Sales Leader Forum on November 13th in Washington, DC.  

Industry events and tradeshows offer unique opportunities for organizations to connect with potential clients, strengthen relationships, and stay updated on market trends. To make the most of these opportunities, it’s essential to approach them strategically.

Exceptional hotel sales teams consistently exceed revenue targets, foster strong customer relationships, and drive business growth.

As sales leaders it is easy to assume that our “why” or our only motivation to do good work is to close business and to reach our quotas. But there is so much more to our jobs.

Celeste Headlee will be kicking off our Sales Leader Forum conference on November 13 in Washington DC. Celeste is an award-winning journalist, professional speaker and the author of We Need to Talk: How to Have Conversations That Matter and Do Nothing: How to Break Away from Overworking, Overdoing, and Underliving.

In honor of the passing of HSMAI President and CEO Bob Gilbert we are sharing his last Perspective column written following his retirement announcement.

Empathy is a crucial element in retaining and developing outstanding professionals in the hospitality industry. The new generation of workers expect their leadership to display empathy toward their teams, building trust, creating a positive work environment, and fostering strong team dynamics.

In today’s fast-moving, data-rich environment, every business leader will benefit from understanding the mechanics of data analytics.

In a world full of automation, it is easy to get into our reactive routines. Sure, that may keep your businesses afloat, but what will really create success is all the proactive efforts you put in. By definition, proactive means acting in anticipation of future problems, needs, or changes.

The hotel sales workforce has changed significantly since the pandemic. As hotels continue to rebuild their sales teams, the selling landscape has changed, and many sales professionals are new to the industry.

Successful hotel sales leaders have mastered the art of the presentation. From messaging to visuals to how they dress, all aspects of the presentation are carefully planned.

The 2024 Adrian Awards are now open! Take some inspiration from last year’s Public Relations Best of Show winner – The South Dakota Corn-Bassador South Dakota Department of Tourism, The Bahamas and their agency: Lou Hammond Group.  

HSMAI honored the 2023 Top 25 Extraordinary Minds in Hospitality Sales, Marketing, Revenue Optimization and Distribution — recognizing leaders from hospitality, travel, and tourism organizations for their accomplishments.

According to the latest Longwoods International tracking study of American travelers, 37% of them report that the political reputation of potential destinations is a factor in their travel selections.  And 14% of travelers say they avoid some destinations because of their political reputations.

As part of HSMAI’s Commercial Strategy Week in Charlotte, HSMAI hosted a roundtable for ownership executives. Industry experts pinpointed five main challenges and offered tactics to tackle them. Below are the identified challenges and their corresponding strategies:

Companies with high levels of employee engagement have higher productivity and profitability and lower turnover and absenteeism, according to Gallup research. I asked the Sales Advisory Board how they keep their teams engaged. 

HSMAI honored the 2023 Top 25 Extraordinary Minds in Hospitality Sales, Marketing, Revenue Optimization and Distribution — recognizing leaders from hospitality, travel, and tourism organizations for their accomplishments.

HSMAI Global recently launched its Certified Hotel Sales Leader (CHSL) certification. This new program is designed to recognize the expertise of hotel sales leaders, emphasizing the most up-to-date sales and commercial principles, practices, and strategies.  

HSMAI Global recently launched its Certified Hotel Sales Leader (CHSL) certification. This new program is designed to recognize the expertise of hotel sales leaders, emphasizing the most up-to-date sales and commercial principles, practices, and strategies.  

Raul Moronta is a seasoned hospitality executive with a career spanning over 25 years. Since 2020, he has served as the Chief Commercial Officer at Remington Hospitality.

As we prepare for the upcoming Commercial Strategy Conference (CSC), I’m excited to share insights from the newly released HSMAI Foundation report, “From Solos to Symphony. The Transformational Power of ‘Commercial’.”

 Are you looking to enhance your knowledge of hotel sales? HSMAI’s comprehensive CHSL study guide covers a wide range of topics relevant to today’s hotel sales leaders.

Here at HSMAI we are ramping up efforts to invigorate our member base and foster robust market-specific growth. As we move into 2024, our strategic priority to “broaden our reach” takes center stage, focusing on developing new markets and enhancing the member value proposition through localized engagement. 

As the implementation of AI and hotels and hotel sales seems becomes more common, it’s really essential for sales leaders to stay in the know about this growing technology.

Effective cross-functional collaboration stands as a pivotal trend shaping contemporary business outcomes. Realizing the full potential of collaborative teamwork demands meticulous preparation, the alignment of shared objectives, and the guidance of skilled leadership to reinforce desired organizational behaviors and objectives.

In recent years, the realms of sales marketing, distribution, and loyalty have undergone significant transformation in response to the challenges and opportunities brought about by remote work.

In the hospitality industry, traditional metrics like revenue performance and guest satisfaction have long been the go-to indicators for assessing a hotel’s business health.

Many of us grapple with the constant influx of emails and the pressure to stay organized and responsive, which can lead to the overwhelming feeling of email anxiety or stress. In our fast-paced industry and constant connectivity, managing email and calendar schedules effectively has become a crucial aspect of maintaining productivity and well-being.

In the recently released HSMAI Foundation Special Report: The State of Hotel Sales, Marketing, and Revenue Optimization Talent 2023-2024, the second trend investigates how the gig economy and fractional staffing models are changing talent sourcing. Employers in the hospitality industry must adopt a marketing mindset to effectively attract and source the best talent.

In this excerpt from the HSMAI Foundation Special Report: The State of Hotel Sales, Marketing, and Revenue Optimization Talent 2023-2024, we explore the intricate dynamics of the hospitality industry, shaped by demographic trends and evolving workforce paradigms. My review illuminates the industry’s current landscape, characterized by both optimism and challenges as it emerges from the post- COVID-19 era. 

The trends influencing the hospitality sector talent, particularly in sales, marketing, and revenue optimization, have demonstrated consistency with previous years. However, it is important to acknowledge the significant developments and emerging shifts that are impacting talent within hospitality. This report offers insights into past and emerging trends while examining how the industry has addressed these issues. The HSMAI Foundation State of Talent Report is made possible with the support of the HSMAI Foundation’s corporate talent partners and individual donors and is authored by Dorothy Dowling, Managing Director, Horwath HTL, and a special advisor to the HSMAI Foundation board. 

HSMAI’s Rising Sales Leader Council Members are the future of sales leadership, with new ideas and creative solutions. They are adapting to an industry that is influenced by economic uncertainties, rapid technological developments, and changing customer needs. At their first meeting of 2024, they reviewed their scouting reports, covering the topics they believe will be most relevant this year.  

Keeping up with the latest developments and issues in hotel distribution is essential as it changes. In December, HSMAI hosted a virtual distribution executive roundtable. Industry leaders gathered for a discussion that offered valuable perspectives on the state of distribution. Read on for the key takeaways from the discussion.  

From meeting planners to your team to guests, it is essential to change your communication strategies aligning with the changing landscape and technological advances. Drawing from a recent discussion with HSMAI Rising Sales Leaders, I have identified four actionable insights that can lead to improved communication throughout hotels, spanning across departments, and extending to clients. 

As the New Year unfolds, it’s the perfect time to embrace healthy habits —especially when it comes to integrating those habits into your work routine. I brought this topic of discussion to the HSMAI Sales Advisory Board to hear what these leaders and their companies are doing to thrive and flourish in their personal and professional lives in 2024.  

While it may be impossible to predict the future, we can certainly share, discuss, and consider EVENTS that may occur in order to be more prepared. This is the topic that nearly forty commercial executives contributed to during a group conversation facilitated by Bart Berkey, Founder of Most People Don’t. 

In today’s competitive environment, commercial strategy can give you an edge in efficiency, growth, and profitability. A cross-discipline working group of Rising Leader Council members set out to capture suggestions for those undertaking this journey. The insights, drawing on the wisdom of 67 industry experts, aim to help us understand the path to building a commercial strategy team. 

Group business comes in many forms – corporate, sports, entertainment, government, religious, etc. – and it is an essential piece of hotel sales. With the dreaded pandemic in the rearview mirror, the Rising Sales Leader Council discussed group travel’s current state, how it has shifted, and where it is headed. 

HSMAI staff recently had the opportunity to interview Kimberly Furlong, Chief Commercial Officer, Atrium Hospitality. Kimberly received the Career Achievement in Sales Award during HSMAI Sales Leader Forum, November 8th in Long Beach. 

Being in hospitality sales can create a very busy environment where we don’t take time for ourselves. Providing time for ourselves can let us become better at our job. I recently discussed this with my fellow Rising Sales Leader Council Members.

AI continues to be an opportunity and a bit of an enigma. On November 7th in Long Beach, Organizational members will have the opportunity to take a deep dive into Demystifying AI at HSMAI’s Curate.  Take a look at the jam-packed agenda for this executive insight forum.   

We face a transformative period as we enter budget planning for 2024. While the process remains, the focus and strategies are evolving. The HSMAI Sales Advisory Board recently met to dig into the best practices. 

With our industry facing staffing struggles, sales teams have had to wear many hats. How do we increase our sales productivity while managing our time? Hotel sales processes have undoubtedly seen changes in attaining new business post pandemic. During a HSMAI Rising Sales Leaders recent discussion, members highlighted fresh perspectives on the dynamic sales environment. 

Gissell Moronta, Senior Vice President, Sales & Marketing, Atrium Hospitality is set to share invaluable insights at the upcoming HSMAI Sales Leader Forum during the SLF Lightning Round. HSMAI staff sat down with Gissell to find out more.

HSMAI staff recently had the chance to interview Bart Berkey, Founder and CEO at Most People Don’t, a speaker at the upcoming Sales Leader Forum. We learned more about his experience and what attendees can expect from his session, Unleashing Potential: Nurturing Top Contributors for Impactful Growth. 

We recently had a chance to chat with Mike Francis, Business Consulting Manager at ZS about his presentation at  Sales Leader Forum. Read on to get a closer look at what Mike had to share about his expertise and his session: Revolutionizing Hotel Sales Today and Tomorrow.  

HSMAI honored the 2022 Top 25 Extraordinary Minds in Hospitality Sales, Marketing, Revenue Optimization and Distribution — recognizing leaders from hospitality, travel, and tourism organizations for their accomplishments. Melissa Kouvelas, Senior Director of Worldwide Sales, BWH Hotel Group, is one of these honorees. 

As we navigate the complexities of a post-pandemic world, one question looms large: What is the future of corporate travel? This question was brought to the HSMAI Sales Advisory Board.  

Take a deep dive into the importance of mentorship and the lasting and immediate effects it can have on careers with the HSMAI Rising Sales Leaders.

HSMAI honored the 2022 Top 25 Extraordinary Minds in Hospitality Sales, Marketing, Revenue Optimization and Distribution — recognizing leaders from hospitality, travel, and tourism organizations for their accomplishments. Laurie Garzon, Director of Sales and Marketing at Wailea Beach Resort Marriott is one of these honorees. 

HSMAI honored the 2022 Top 25 Extraordinary Minds in Hospitality Sales, Marketing, Revenue Optimization and Distribution — recognizing leaders from hospitality, travel, and tourism organizations for their accomplishments. Gillian Ware, CMP, National Sales Director, San Diego Tourism Authority is one of these honorees. 

In a recent HSMAI Sales Advisory Board meeting, the topic of meeting space utilization was discussed by the group. Read on for three takeaways from our dynamic discussion.  

HSMAI honored the 2022 Top 25 Extraordinary Minds in Hospitality Sales, Marketing, and Revenue Optimization — recognizing leaders from hospitality, travel, and tourism organizations for their accomplishments. Kevin McAteer, Senior Vice President of Marketing and Sales at Concord Hospitality is one of these honorees. 

HSMAI honored the 2022 Top 25 Extraordinary Minds in Hospitality Sales, Marketing, and Revenue Optimization — recognizing leaders from hospitality, travel, and tourism organizations for their accomplishments. Learn about Top 25 honoree Yola Marshall, Vice President America Sales, IHG Hotels & Resorts.

The integration of technology into the sales process is not just a trend but a necessary step toward staying competitive and achieving success. The HSMAI Sales Advisory Board recently explored the impact of technology on sales and its benefits.