Brett Robbins has spent the last coupe of years working closely with hotel operators to understand where things break down in day-to-day operations, and what it actually takes to fix them. As CEO of Snapfix, he's seen firsthand how the gap between a guest expectation and a team's ability to deliver it is almost always an operational problem.

Brett will share what he's learned from hotels that are getting this right, and where most properties still have room to close the loop.

Adam Haugh is Head of Marketing at MARA Solutions, the AI-powered review management platform helping hotels respond to and learn from guest feedback at scale. Adam brings clear insight into why closing the feedback loop is one of the most underused levers in hospitality.

In this session, Adam will share how smart hotels are turning post-stay reviews into actionable data, and what that looks like when reputation management is genuinely connected to the rest of the guest journey.

Julia Schröder is Sales Director at Bookboost, the hospitality CRM and guest communication platform helping hotels build stronger guest relationships across the full lifecycle. With deep experience working alongside hotel teams across Europe, Julia understands what it takes to move from disconnected messaging to communication that drives loyalty and direct revenue.

Julia will share how hotels are using smarter guest communication to personalise the experience from first contact through to post-stay.