THE AGENDA

Wednesday 20 March 2019

10:30 – 11:00 Registration/Check-In & Welcome coffee break

11:00 – 12:30 Workshop I: Enabling Greatness: Three Vital Principles & Group Activity I: The Power of the Purple Cow (Leaving guests with stories to tell) – By Melkart Rouhana

For any organization, customers are living with the brand in a very intense way. That requires you to embrace a new mind-set to customer experience and “inspire” not only the physical aspects of that experience but also the emotional side of it. There are 3 “Vital Principles” to create customers for life…Principles that transcend space and time and if leveraged, it will define the new face of your brand.

Principle #1: You can’t be what your culture is not!

How to design a “Service Culture” to evoke positive emotions, create deliberate experiences and deliver sensational memories!

Principle #2: You can’t be what your people are not!

How to put the right people, in the right seat, on the right bus (selecting, not hiring) …and leveraging their strengths to build relationships and impact the customer experience.

Principle #3: You can’t be what your investment is not!

How do you deliberately design an emotional experience and focus on evoking emotions in Porsche customers?

12:30 – 13:00 A Word From Our Sponsors

13:00 – 14:00 Lunch Break

14:00 – 15:30 Workshop II: The foundations of successful sales people and teams & Group Activity II: The time for silence (Enforcing the importance of listening abilities as the foundation to successful selling) – By Tareq Bagaeen

More and more companies are employing professional purchasing resources; whether in-house or outsourced; they are more commonly known as procurement managers, professional conference organizers (PCOs) and travel management companies or (TMCs). These intruders are masters of negotiation and measured primarily on savings they are able to achieve.

While at the same time, the markets in which you operate are getting more heavily saturated with fresh competition and to top it all off, our clients and guests are getting sharper in their decision making abilities as a result of the ocean of knowledge available to them online.

Our talk today will aid you in realizing the importance of these dramatic changes in your business environment, providing guidance on how to approach your clients and competition in a way that pushes rate aside and focuses more on highlighting the real value on your products above all else.

Great salespeople create value by identifying needs more clearly, designing solutions more creatively, and facilitating the customer’s decision process more skillfully than the competition.

15:30 – 16:00 A word from our sponsors

16:00 – 16:30 Networking Break
16:30 – 17:30 Panel Discussion & Thought Leadership Closing Debrief
  • MUKESH VASANDANI
    MUKESH VASANDANI VP, Learning & Organisational Development, Kerzner International
  • Gautam Lulla
    Gautam Lulla President Travel Tripper and Pegasus
  • Samar Eraky
    Samar Eraky REGIONAL DIRECTOR OF PEOPLE AND CULTURE - FOUR SEASONS HOTELS & RESORTS - EMEA
  • Liz George
    Liz George Director of Human Resources - Mandarin Oriental Jumeira, Dubai
  • Dirk-Jan Rijks
    Dirk-Jan Rijks Vice President Human Resources Shangri-La International Hotel Management Ltd
17:30 – 18:30 Final Networking Break

10:30 – 11:00 Registration/Check-In & Welcome coffee break

11:00 – 12:30 Workshop I: Enabling Greatness: Three Vital Principles & Group Activity I: The Power of the Purple Cow (Leaving guests with stories to tell) – By Melkart Rouhana

For any organization, customers are living with the brand in a very intense way. That requires you to embrace a new mind-set to customer experience and “inspire” not only the physical aspects of that experience but also the emotional side of it. There are 3 “Vital Principles” to create customers for life…Principles that transcend space and time and if leveraged, it will define the new face of your brand.

Principle #1: You can’t be what your culture is not!

How to design a “Service Culture” to evoke positive emotions, create deliberate experiences and deliver sensational memories!

Principle #2: You can’t be what your people are not!

How to put the right people, in the right seat, on the right bus (selecting, not hiring) …and leveraging their strengths to build relationships and impact the customer experience.

Principle #3: You can’t be what your investment is not!

How do you deliberately design an emotional experience and focus on evoking emotions in Porsche customers?

12:30 – 13:00 A Word From Our Sponsors

13:00 – 14:00 Lunch Break

14:00 – 15:30 Workshop II: The foundations of successful sales people and teams & Group Activity II: The time for silence (Enforcing the importance of listening abilities as the foundation to successful selling) – By Tareq Bagaeen

More and more companies are employing professional purchasing resources; whether in-house or outsourced; they are more commonly known as procurement managers, professional conference organizers (PCOs) and travel management companies or (TMCs). These intruders are masters of negotiation and measured primarily on savings they are able to achieve.

While at the same time, the markets in which you operate are getting more heavily saturated with fresh competition and to top it all off, our clients and guests are getting sharper in their decision making abilities as a result of the ocean of knowledge available to them online.

Our talk today will aid you in realizing the importance of these dramatic changes in your business environment, providing guidance on how to approach your clients and competition in a way that pushes rate aside and focuses more on highlighting the real value on your products above all else.

Great salespeople create value by identifying needs more clearly, designing solutions more creatively, and facilitating the customer’s decision process more skillfully than the competition.

15:30 – 16:00 A word from our sponsors

16:00 – 16:30 Networking Break
16:30 – 17:30 Panel Discussion & Thought Leadership Closing Debrief
  • Ayman Gharib
    Ayman Gharib Managing Director OF Raffles Dubai and Sofitel Dubai Wafi
  • Declan Hurley
    Declan Hurley Corporate Vice President of Sales - Rotana Hotel Management Corporation
  • Dirk-Jan Rijks
    Dirk-Jan Rijks Vice President Human Resources Shangri-La International Hotel Management Ltd
  • Melkart Rouhana CHIEF ENGAGEMENT OFFICER - MRT CONSULTANTS
  • MUKESH VASANDANI
    MUKESH VASANDANI VP, Learning & Organisational Development, Kerzner International
  • Samar Eraky
    Samar Eraky REGIONAL DIRECTOR OF PEOPLE AND CULTURE - FOUR SEASONS HOTELS & RESORTS - EMEA
  • Tareq Bagaeen FOUNDER & CEO - AQEDINA HOSPITALITY SALES EXCELLENCE
  • Yigit Sezgin
    Yigit Sezgin Chief Commercial Officer at Accor Hospitality
17:30 – 18:30 Final Networking Break