All sessions are at the Hilton London Metropole, unless otherwise specified.

Thursday 16th November 
19.00 - 20.15: Opening Ceremony & Show
Cultural show followed by a welcome address by Dr. Osmane Aïdi, IH&RA President
Guest of Honour: Chris Smith, Secretary of State, Department for Culture, Media and Sport

20.30 - 23.00 Get-Together Party
Sponsored by DiverseyLever

Friday 17th November 
08.30 - 9.15
Opening Keynote Address: The new rules of excellence 
Today�s businesses can no longer ignore consumer demands for integrity and ethical standards. As corporate responsibility becomes an increasingly important component of long term success and global competitiveness in the 21st century, company bosses are taking up the challenge to ensure these demands are met. John, McGrath shares his experience as former CEO of Diageo, in addressing the new roles and responsibilities business leaders face in their pursuit of excellence.
John B. McGrath, Chairman, The Boots Company Plc
Deputy Chairman, Prince of Wales Business Leaders Forum
Sponsored by American Express

09.15 - 10.45
Who�s Afraid of the World Wide Web?
What is the evolving role of the Internet in travel planning and purchasing by consumers? To what extent can hotels rely on their own websites for electronic distribution versus third party sites and/or collaborative ventures? Learn how the world wide web is influencing customer expectations and the marketing/pricing strategies that hospitality businesses are adopting to maintain ownership of customers in the face of on-line competition.
Moderator: Peter O�Connor, Assistant Professor, Institut de Management Hotelier International (IMHI)
Dr. Peter Yesawich, President & CEO, Yesawich, Pepperdine & Brown
Christopher L. Soder, President Hotels, Priceline.Com
Mike Jones, Vice President of Distribution, Hilton International

10.45 - 11.00 : A preview of EURHOTEC 2001 
Peter O�Connor, Assistant Professor, Institut de Management Hotelier International presents the programme for next year�s Technology Show & Conference (19-21 February 2001, Paris)
Philippe Boue, Kayak Product Marketing Manager, Hewlett Packard presents �Hewlett Packard & the e-PC�

11.00 - 11.45 Coffee Break sponsored by Douwe Egberts

11.45 - 13.00
CONCURRENT SESSIONS: WEBIFYING YOUR BUSINESS
Business to Business Strategies
Major business-to-business market portals are enabling companies to consolidate buying power, reduce transaction costs and optimise supplier relationships. Mega multi-chain consumer malls are transferring buying power to the consumer. What use are you making of the opportunity to use the Web to work smarter? Gain insight into new opportunities from the market-makers spearheading these developments.
Moderated by Alyson Dombey, Partner, Partners in Marketing with Michael Madison, E-commerce Director, Forte Hotels, Anna Pollock,  Managing Director, DestiCorp,  Toby Redshaw, General Manager, Global Operations/Supply Chain Operations, Zoho.com and Michael Prager, Managing Director, Utell International

Business-to-Customer Strategies
Salvatore Dickinson, Vice President of Marketing, Meristar Hotels & Resorts, Inc
Sponsored by HSMAI

Business-to-Employee Strategies
Learn about new Internet-based opportunities for e-recruiting, e-training and e-appraisal of hospitality employees. This session explores the impact of e-recruiting on the traditional hiring model, the strength of Web-based interactive induction programmes and how e-enablement of learning can be positioned within the context of a strategic vision for learning. With  Alex Clarke, Director of Operations, Hotel Careers Online, Ltd., Jane Neil, Director of e-Learning, Whitbread Restaurants Division, Ken Hopper, Corporate Culture Promoter, Scandic Hotels AB

13.00 - 14.30 Lunch sponsored by VingCard
Announcement of the �Young Hoteliers of the World� Award by HOTELS Magazine
Trophy presented by Hutschenreuther

14.30 - 15.30 CONCURRENT SESSIONS: PART ONE
Leadership Strategies for a New Era
�Frequently, we focus on what to do instead of learning what it takes to become a leader.� In an era of unprecedented change, traditional ways of doing business are being reshaped by higher guest and employee expectations. This session will challenge delegates to rethink their leadership strategies in order to cope with these shifting paradigms. With Robert Perry, President, Robert B. Perry Associates, Inc

Boutique Hotels - Fad, Fashion or the Future?
While the hospitality industry has historically been slow in consumer trend innovations, this is changing with the proliferation of boutique hotels. Industry professionals from diverse backgrounds and perspectives will debate what is driving this development, where it is heading, and offer advice on how hotels can continually re-invent themselves.
Moderated by  Russell Kett, Managing Director, HVS International 
with Chip Conley, Managing Director, Joie de Vivre Hospitality, 
Michael Shepherd, General Manager, The Savoy
Andy Thrasyvoulou, Managing Director, myhotels

Innovative Revenue Management Strategies
What is the state-of-the-art in revenue management today, and what are the likely future trends?  This session will help newcomers to the discipline of revenue management understand how to prepare for emerging technologies and thereby avoid decisions with short term obsolescence. It will cover the role of revenue management in the C-to-B and B-to-B e-commerce environments and how to incorporate competitive data in the revenue management model.
Moderator: Andrew Sangster, Editor, Hotel Report
Eric Orkin, President, Opus 2 Revenue Technologies, Inc
Sonsored by IDeaS Inc.

15.30 - 16.15
Coffee Break sponsored by Douwe Egberts

16.15 - 17.15
CONCURRENT SESSIONS: PART TWO

Leadership Strategies for a New Era (repeat)

The Internet: How to Avoid Being Caught in a Legal Web!
As the business use of the Internet grows at an explosive rate, doing business on-line can have unanticipated legal implications. Get valuable advice on the legal requirements and issues involved in setting up a website and conducting business over the Internet, including the legal framework of e-commerce, and the contractual liability, intellectual property and compliance issues involved. With Linda Fazzani and Adam Rose, Attorneys, Paisner & Co.

New Strategies for Driving Customer Equity - Is Customer Satisfaction Enough?
Are traditional customer satisfaction measurements fundamentally flawed? The industry uses extraordinarily sophisticated statistical models to identify �drivers of loyalty�, but the does it really correlate with �real world� loyalty? This session will challenge old concepts and highlight new strategies for driving customer equity. Moderated by Stuart Scher, Chairman, Taylor Nelson Sofres - Hospitality & Leisure, with Stuart Harrison, Managing Director, Brands & Franchising, Premier Hotels Management and Mike Wenble, Director - Customer Intelligence, Hilton International.

19.00 � 20.30 Cocktail Party sponsored by Horwath International

Saturday, November 18

09.00 - 09.45
Global Perspectives for the Hospitality Industry
The latest industry overview on the overall economic outlook for the hospitality industry, plus latest forecasts and research on the worldwide hotel market. Presented by Daniel Larkin, European Leader, Hospitality & Leisure Financial Advisory, PricewaterCoopers

09.00 - 17.00
National Association Chief Executives (NACE)
An all-day international forum for hospitality association executives. Glean ideas on how to run your association more effectively and share information with peers on meeting common industry challenges.

09.45 - 10.45
View From the Top
Industry leaders share their vision and strategies for the 21st Century. Moderated by Paul Slattery, Director Corporate Finance, Dresdner Kleinwort Benson, with  Eric Pfeffer, Chairman & CEO, Cendant Corporation - Hotel Division, Laurence Geller, CEO, Strategic Hotel Capital,  David Michels, Chief Executive, Hilton Group
Anthony Harris, CEO, Hilton International, Bob Cotter, COO, Starwood Hotels and Resorts

10.45 - 11.00
Courtesy of Choice Five Years On
An update on the first five successful years of the IH&RA�s programme to help hotels and restaurants accommodate the preferences of smoking and non-smoking guests.

11.00 - 11.45
Coffee Break sponsored by Douwe Egberts

11.45 - 12.45
CONCURRENT SESSIONS
Growth Strategies for Small and Medium-Sized Enterprises
What strategies can smaller businesses adopt to grow in today�s business environment? What investment vehicles are most suited to them? This session brings together industry analysts and successful SME�s to focus on the challenges and opportunities.
Paul Dukes, Director, Close Brothers Corporate Finance
Tom Quigley, Managing Director, Close Brothers Corporate Finance
John Bralower, Managing Director, Houlihan Likey Howard & Zukin

Managing a Crisis
A crisis can have potentially devastating consequences for any business. But though  you can�t control the event, you can control the impact it has on your organisation�s image. This �how to� session focuses on developing skills as a spokesperson in order to communicate effectively at the worst possible moment, and converting a potential disaster into a genuine opportunity.
Arch Lustberg, President, Arch Lustberg Communications, Inc.

12.45 - 14.15  Lunch sponsored by Philip Morris

14.15 - 15.15
CONCURRENT SESSIONS
Is Travel Killing Tourism?
There is considerable evidence building up which demonstrates that the very activity of travelling is becoming so difficult and unpleasant that people are becoming more and more discerning about when and where they choose to travel. This challenging and entertaining session presents case studies of how the industry is responding to this issue. With Grahame Senior, Chairman, Senior King Communications Group

Valuing Hospitality Brands - Illusion or Reality?
What are the issues relevant in valuing hospitality companies today? What factors are going to drive valuation in the future?  What is the shelf life of a brand? Is business value at risk? Participate in a debate on this hot topic in an interactive session which builds on the outcomes of the IH&RA Think Tank on Finance and Investment, held in London earlier this year. Moderated by Michael Olsen, IH&RA Director of Research, Professor of Hospitality Strategic Management, Virginia Tech

15.15 � 16.00 Coffee Break sponsored by Douwe Egberts

16.00 - 17.00 CONCURRENT SESSIONS

Managing a Crisis (repeat)

Visioning the Future
A presentation of the just-published IH&RA study �Leading Hospitality Into the Age of Excellence: Expansion, Competition and Vision in the Multinational Hotel Industry, 1995-2005�. This second IH&RA White Paper on the Global Hospitality Industry offers a look at what�s ahead, identifies the forces driving change in our industry and how the their impact has evolved over the last five years. Author Michael Olsen, IH&RA Director of Research, Professor of Hospitality Strategic Management, Virginia Tech, discusses its implications for the industry.

Sunday, 19 November

9.00 - 9.50
Human MarketingTM How to Increase Market Share and Profitability in the Face of Ever-Stronger Competition
Drawing from his unique experience as both a world-class manufacturer and award�winning, innovative retailer, Donald Cooper delivers the �straight goods� on how to increase market share and profitability in the face of ever-stronger competition. With wisdom, humour and a strong dose of customer reality, he offers insight on how to redefine and reinvent your business to add more value to your customers� lives and more dollars to your bottom line. His insights of Human Marketing? will leave you with powerful understanding of your business, your customers and your life.
Donald Cooper, MBA, Certified Speaking Professional, The Donald Cooper Corporation

10.00 - 11.00
CONCURRENT SESSIONS
Today�s Environmental Challenges: Moving Goalposts?
Eco-label certfication is potentially one of the most successful marketing techniques for a hotel to gain credibility and custom as well as directly benefiting the bottom line. Learn how to evaluate diverse certfication and rating programmes, and decide which is most relevant for your operation.
Moderator: James Samuels, President, Jamaica Hotel & Tourism Association, Chairman, CHA Environmental Committee, with Totta Ogander, Environment & Marketing Director, Sånga Säby Courses & Conferences

Organisational �Visioning� : A Bottom-Up Perspective
Two views of the future, and on the concept of �visionary� hotel organisations. Onno Poortier, Director, Peninsula International Limited, will respond with an experienced view and discuss his experience of �visioning� at the luxury Peninsula Group, whilst aspiring hotelier Troy Hickox, MBA student at Oxford Brookes University, and editor of www.newhotelier.com will provide the challenging perspectives of an  industry�s newcomer.

11.00 - 11.45 Coffee Break sponsored by Douwe Egberts

11.45 - 12.45
Achieving Excellence in the New Millennium
In the new millennium, the main challenge is to drive change, not be driven by it. This requires an understanding of change in a multi-cultural, multi-skilled, IT-dominated and global business environment. The companies that flourish in the 21st century will be entrepreneurial, forward-looking and swift to abandon past models. Learn why vision must focus higher than company profit and how to be creative in handling change and translating business success into corporate excellence from keynote speaker Ram Gidoomal CBE, Chairman, Winning Communications

13.00 - 14.15 Lunch

15.00 - 17.00 IH&RA General Assembly

19.00 - 19.30 Gala cocktail reception sponsored by American Express

19.30 � 01.15 Gala dinner sponsored by American Express with presentation of the IH&RA Environmental Awards 2000