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Service from the heart means intuitively tapping into a guest’s emotions. Learn key ways to create emotional connection with guests, why your steps-of-service checklist might be holding you back, and how to move to the next level of guest service by honing your emotional intelligence.
When it comes to sweeping guests off their feet, we assume we need to pull off grand gestures. But instead of thinking big, what if we think small? We will share creative ways staff members have wowed guests through a healthy obsession with the details.
Service excellence is a gift we give our guests. Learn how you can put a bow on top through the way you speak, stand and present yourself. We share five common pitfalls, and how the best service professionals create a branded experience through everything they do.

Presented by:
Gina Taylor | Vice President of Training Services, Forbes Travel Guide
Jeff Wielgopolan | Senior Vice President of Learning & Development, Forbes Travel Guide
Join us for this unique opportunity to hear directly from one of Forbes Travel Guide’s expert inspectors who has visited more than 700 hotels, restaurants and spas around the world. Find out what inspectors look for before they even walk through the door, and how to make them smile without fail. There will be an opportunity for Q&A.

Presented by:
Jeff Wielgopolan | Senior Vice President of Learning & Development, Forbes Travel Guide
Anonymous Inspector | Forbes Travel Guide
What do the world’s best hospitality staff have in common with magicians? The ability to surprise and delight by seeming to read people’s minds. We pull back the curtain on this powerful skill, which we call Plus One Service. Learn to think ahead of the guest and to tap into your intuition to create a personalized experience.

Presented by:
Megan Torrance | Director of Learning & Development (The Americas), Forbes Travel Guide
We all know that courtesy is essential to an excellent service experience. Yet this fundamental skill is often overlooked and underestimated. Learn more about how to put your best self forward to guests, and the places you might be missing the mark without even realizing it.

Presented by:
Gina Taylor | Vice President of Training Services, Forbes Travel Guide
Amanda Frasier, Executive Vice President, Standards & Ratings and Jeff Wielgopolan, Senior Vice President, Learning & Development will discuss what hotel, restaurant and spa experiences might look like in the wake of COVID-19 – as well as sharing career advice and their most memorable service stories, including a few surprises.

Presented by:
Jeff Wielgopolan | Senior Vice President of Learning & Development, Forbes Travel Guide
Amanda Frasier | Executive Vice President of Standards & Ratings, Forbes Travel Guide
Learn about Forbes Travel Guide’s service philosophy – now 62 years strong – and how you can apply it to your career in a rapidly changing hospitality landscape. We will share five guiding principles that you can implement anywhere, anytime to make a great impression.

Presented by:
Jeff Wielgopolan | Senior Vice President of Learning & Development, Forbes Travel Guide
Join us for a special panel discussion with renowned health and hospitality experts where they will provide their perspectives on how hospitality leaders are managing through the COVID-19 crisis — including a high-level overview of efforts to secure relief for the industry; what’s in store for the future of travel; and how and when the industry can best position itself for recovery. Hosted by Forbes Travel Guide and the U.S. Travel Association.

Moderator: Jeff Arnold | Chairman, Forbes Travel Guide & CEO, Sharecare


Roger Dow | President & CEO, U.S. Travel Association

Dr. Mehmet Oz | Medical Leader, Author, Emmy Award Winner

Filip Boyen | CEO, Forbes Travel Guide

Jerry Inzerillo | Vice Chairman, Forbes Travel Guide
Discussion with my guest Alejandra Abad, a 2019 graduate from Ecole hôtelière de Lausanne, about career paths and motivation to stay or leave the traditional hotel career.
How should hospitality management provide leadership for hotel trainees. Presenting practical feedback from hospitality management trainees
Discussion with my guest Sehnaz Cehreli Shefik, owner and founder of the first boutique hospitality consultancy company in Turkey, about;
- Young Travellers needs
- Luxury travel trends
- What makes a destination a ¨luxury destination. ¨

A little bit about Sehnaz Cehreli Shefik:
She found Cehreli Tourism, Promotion, Organization, and Consulting Ltd. Co. with her brother Ibrahim Cehreli who has been working in the investment banking and finance industry for 10 years. Throughout the years, they have realised most of the important international hotel chain projects in TURKEY and other countries.

Şehnaz Çehreli Shefik is also an active volunteer participant in tourism industry with her memberships in International and Turkish Tourism Associations. She has been awarded as "THE BUSINESSWOMAN OF THE YEAR" in 2001-2002 for the Hotel and Tourism Industry in Turkey.
I joined joined the Les Clefs d'Or Finland 40th anniversary reception held at Kämp hotel in Helsinki. Met up with the founding members and current and past Presidents of the organisation. Check out the video what they have to say why they are passionate about being members and wearing the Golden Keys on their lapel.
- Breaking down what Forbes Travel Guide do in global luxury travel. ( Inspections, Classifications and Service standards)
- What are the needs of high end luxury travellers ( Boomers, Gen X, Gen Y, Gen Z are they really that different?
- Challenges in the industry with hotel school graduates. How to attract, inspire and motivate the new generation talent.
- Challenges with Concierge, out source or retain in-house. Pro active vs. Re-active. Concierge service at its best!
- Service style staff unscripted vs scripted.
- What does luxury service mean to Filip Boyen himself.
Have you noticed what are the talks among friends and also between people in Social Media about year 2020 travel plans?

I am hearing some stuff and there is a trend. Jayanth Kolla has collected some valuable data .
We will discuss exactly what seems to be happening around the world about holiday travel aka the travel bubble..
The next innovation and disruption in the Travel and Tourism industry could come from... Banking & Financial Services and Technology industries

According to a research made by Podium 96% of businesses say a fast response to customers is important.
Yet, 82% of customers say businesses aren't fast enough.
There is a huge gap between expectation and actual when it comes to speed and responsiveness. But smart organizations can close that gap, attract more customers, and steal market share.

I discuss with Jayanth Kolla, Founder and Partner, Convergence Catalyst
potential Disruption, Marketing Ideas and Tips and Deep Technologies based Solutions for current and post-Covid world for the Travel and Hospitality industry
Discussion with my guest Vilhelmiina Mähönen, where she reveals some great reasons about driving your viewers to your website than to a social media platform.
What are the most important deep tech solutions for travel and tourism, and why they matter?
What’s the general sentiment across the tourism sector in Malta? What are the authorities doing to incentivise tourists to visit us? What are the forecasts for the future?

In addressing these questions and more the Malta Hotels and Restaurants Association in collaboration with the Ministry for Tourism and Consumer Protection and the Malta Tourism Authority have organised the webinar REIGNITING TOURISM on 16th July 2020 with the participation of BOV, Deloitte, AirMalta and Forbes Travel Guide.
This Webinar session on April 27 at 14:00 will cover issues related to Maltese Employment Law, Commercial Leases, Health & Safety and Commercial Contracts with an accompanying discussion by world experts on related Corporate Governance issues, an overview of what is happening in other jurisdictions and an open discussion about how COVID-19 can be navigated now and in the future.

Speakers: Dr. Roger Barker, Head of Corporate Governance, IoD UK
and Dr. Roberta Lepre, CEO, Weave Consulting
Special Guest: Charlotte Valeur, IoD Global Chair
Host: Edwin Ward, IoD Malta Chair

Dr. Roger Barker

Dr. Roger Barker is Head of Corporate Governance at the Institute of Directors (UK) and Managing Director of Governomics Ltd, a corporate governance advisory firm. Dr. Barker previously served as the IoD’s Director of Corporate Governance and Professional Standards between 2008 and 2016. He is a UK Member of the European Economic and Social Committee (the EU advisory body), Honorary Associate at the Centre for Ethics and Law at University College London and a visiting lecturer at Saïd Business School, Oxford, and Cass Business School, London. Dr. Barker is the holder of a doctorate from Oxford University and the author of numerous books and articles on corporate governance and board effectiveness, including: ‘Corporate Governance and Investment Management: The Promises and Limitations of the New Financial Economy’ (Edward Elgar, 2017), ‘The Effective Board: Building Individual and Board Success’ (Kogan Page, 2010), and ‘Corporate Governance, Competition, and Political Parties: Explaining Corporate Governance Change in Europe’ (Oxford University Press, 2010). A former investment banker, Dr. Barker spent almost 15 years in a variety of equity research and senior management roles at UBS and Bank Vontobel, both in the UK and Switzerland.

Dr Roberta Lepre

Dr Roberta Lepre is the founder and director of Weave Consulting - the CSR Specialists, a boutique firm which works with companies to achieve profitability through sustainability and helps them have a more positive social and environmental impact. She has served as legal advisor to the National Commission for the Promotion of Equality and Director of Victim Support Malta, an NGO which provides support to victims of crime. Other past roles include serving as a member of the Guardian for Future Generations, a high-level body set up under the Sustainable Development Act, Chairperson of the Platform for Human Rights Organisations in Malta, and member of the Commission on Domestic Violence. Roberta is a Member of the IoD Malta Governance Board and of the Sigma Foundation.

Charlotte Valeur

Charlotte Valeur is global Chair of the IoD. She began her career in 1982 as a fixed-income trader in her native Copenhagen and London. She went on to hold directorships at BNP Paribas (1992-97) and Société Générale (1998-99). Her non- executive experience includes positions with 3i Infrastructure (2009-13) Renewable Energy Generation (2010-16); the JPMorgan Global Convertibles Income Fund (2013 onwards); NTR (2014 onwards); Phoenix Spree Deutschland (2018 onwards); and Laing O’Rourke (2018 onwards). Apart from the IoD, she has chaired numerous firms, including DW Catalyst Fund (2010-17); Kennedy Wilson Europe Real Estate (2013-17); FSN Capital, funds II to V (2013 onwards); and Blackstone/GSO Loan Financing (2014 onwards). Charlotte’s solo ventures include Brook Street Partners (2002-11) and Global Governance Group (2009 onwards). She is also founder of Board Apprentice; a governor of the University of Westminster; and an honorary teaching fellow at Lancaster University Management School.

Edwin Ward

Edwin Ward is Director-General of IoD Malta and former Chairman of the Institute of Directors Malta Branch. He is Chairman of WX2, an international advertising and PR company representing and advising clients in regulated entities, and Chairman of WX2 Business Hubs Network, a cluster of co-working units. Edwin is Chairman of Praestantia CleanTech, the world’s first Blockchain Platform for Clean Technology with a mission to create and setup a global Cleantech Marketplace, and Non-Executive Chairman of the Paragon Group which has business operations across Europe and is an important driver in key European policy areas. Edwin was formerly a Chairman and CEO in the global network of Ogilvy & Mather International.
Why does Corporate Governance sit at the centre of the success or failure of Malta's economic system?

Corporate governance lies at the heart of our economic system. It is the interface between capital markets and companies, between employees and executives, and between society and the corporate sector. It is the driver of what companies do, how they do it and the effects they have on others. In other words, it sits at the centre of the success or failure of our economic system.

Our distinguished panel, John L. Bonello, Chair of HSBC Bank Malta plc., Judge Professor Mervyn E. King and IoD Global Chair Charlotte Valeur, will tackle some of the most important corporate governance issues that confront business today. Through this webinar, the IoD hopes to extend the boundaries of our understanding of how corporate governance contributes to the flourishing of Malta's business, our economy and society.

If you really want to get to grips with why corporate governance is the most important topic in Malta's recovery and its main driver of growth, don't miss these distinguished speakers.
The global lockdown during the current pandemic has seen an unprecedented fall in pollution levels in many parts of the world, including Malta. This has given every Board and every business a chance to take stock.

A truly green recovery will require a joint effort from government, business and society to overcome the challenge of transitioning to a low-carbon economy, and this IoD Malta webinar will bring some of the most enquiring minds to address the topic; President of Din L'Art Helwa Alex Torpiano, Professor Simone Borg, environmentalist Dr. Roberta Lepre and Dr. Nadia Theuma, Executive Director of Paragon Europe.

Targets like moving towards a zero-carbon economy in the Mediterranean instill business confidence and help to create a shared sense of purpose; inspiring others to act and scale up their own ambitions. We have an opportunity to create ambition loops, where businesses provide support for bold government policies and in turn the Maltese Government could adopt policies that drive further actions by businesses, creating new jobs and economic growth.

The COVID-19 pandemic has taken a grim global toll on lives, health services, jobs and mental health, but the climate debate hasn't gone away. And as Malta's Government looks to lift restrictions and ease the lockdown, we now have a real opportunity to embrace change - moving away from the carbon-intensive model with cars belching exhaust fumes in endless traffic jams and instead accelerate investment in clean projects using electric or hydrogen cars, solar power, and more responsible eco-purchasing behaviours that support a circular economy to reduce waste.

As Malta and the rest of the world looks to recover from the current health and economic crises caused by COVID-19, we have an opportunity to accelerate the transition to a modern, clean and green system. Will Malta's Boards be one of the key drivers of this change to a greener country?
The times we face are trying, utterly unprecedented and marked by absolute unravelling uncertainty. The situation at hand is extraordinary, for Boards, Directors and Corporate Governance. The speed with which the pandemic is spreading and its gigantic proportions have impacted every aspect of business across the Maltese Islands.

Running a business, any business, in the midst of a pandemic is an unprecedented challenge for business leaders in Malta, and for those in the supply-chain overseas. IoD Malta was a significant contributor to the MFSA's recent 'Stakeholder Consultation on Corporate Governance'. The MFSA has highlighted in its 'Consultation document' that business continuity management is integral to good corporate governance.

The restrictions imposed by the Maltese Government and other governments around the world in handling the COVID-19 outbreak raise significant challenges as regards corporate governance.

Many businesses are implementing remote working arrangements in an effort to maintain continuity of service and to provide valued members of staff an opportunity to contribute to the business. Only 8 weeks into this pandemic, many companies are having to take very difficult decisions. COVID-19's impact is in every aspect of business. Our speakers will speak to the issues and share their thinking and possible solutions.

What can IoD webinar attendees expect?

As ever, a crisis creates opportunity as well as threat. The opportunity to do things differently, to re-build a better business: one that is more efficient, fixing issues we had let lie, and creating a genuine robust and sustainable culture. A business built around the needs of all stakeholders and the team.

This is a focussed 59-minute session. What you will get is:

- A walk through the challenges facing business leaders during COVID-19
- Ways to strengthen how the Board communicates and collaborates with the executive team
- Understand better how Chairs and CEO's can work together
- Find out what strategy can contribute to dealing with the crisis
- Use Corporate Governance as a tool to weather the storm
- Q&A.
A corporate crisis in today’s world accelerates more quickly with a larger impact than ever before. The 24-hour news cycle and prevalence of social media contribute to the risk of destabilization and its acceleration. At law Boards are accountable to shareholders and one of their principal accountabilities is to exercise oversight over the executive team. How do Boards discharge that duty in times of crisis? That is precisely what IoD Malta's speakers will address during our free webinar on May 14 at 14:00; speakers, former HSBC Chair Sonny Portelli, APS Bank Chair Frederick Mifsud Bonnici and CEO of Malta Government Investments, Herald Bonnici.

A crisis can be the result of a number of different types of incidents and developments and can take on many forms, including the COVID-19 emergency. Natural and man-made disasters throw tightly linked supply chains into imbalance, amplifying how a regional event can have significantly greater and more far-reaching impact. IoD's speakers, moderated by IoD Chair Edwin Ward, will discuss how such incidents may call into question the effectiveness of a company’s Board of Directors and its ability to provide effective oversight and governance.


Sonny Portelli
Frederick Mifsud Bonnici
Herald Bonnici


Edwin Ward
This webinar will focus on Malta's financial ecosystem taking into account the situation with COVID-19.

This IoD Malta 08:59 Club event brings together three talented speakers to understand a number of “do’s and don’ts” in the market that apply to all ecosystem players. They will provide an overview of the most critical financial ecosystem success factors and outline the impact of COVID-19.

Moderated by IoD Malta Chairman Edwin Ward, the webinar brings together all the major players outside the regulatory institutions, with speakers from leading private sector businesses, to analyse Malta’s financial ecosystem and to ask the serious question: Is it fit for purpose?

As Malta faces COVID-19 and international regulatory headwinds, can private capital be unleashed to back the innovation and rapid-scaling our economy needs? Do we have the financial ecosystem we need to develop our companies and our economy?
Mr Sam-Erik Ruttmann hosts Mr Peter Hogh Pedersen, Managing Director at Villa Copenhagen and MR Juha Mahonen, Managing Director at Haikko Manor & Spa.
MHRA and Hospitality Insights have teamed up to offer a series of webinars discussing the Global Hospitality Insights in COVID-19 Times. These webinars will be covering various regions around the world.

This first webinar covers insights in the Nordic Region.
MHRA and Hospitality Insights is hosting a series of webinars discussing the Global Hospitality Insights in COVID-19 Times. These webinars are covering various regions around the world.

The second webinar was held on Thursday 29nd October 2020, at 15:00hrs covering the Mediterranean Region.

Mr Sam-Erik Ruttmann hosts Mr Serkan Ceylan, General manager at the Bodrum Promotion Foundation, Mr Nikos Hadjos, Strategic Advisor for Hotel Investments, and H.E Hisham Zaazou, Former Minister of Tourism in Egypt.
MHRA in collaboration with Hospitality Insights LIVE, has hosted its third webinar, this time from the United States of America.

Hospitality Insights LIVE, hosted by Sam-Erik Ruttmann, brings global leaders in meetings procurement & site selection about the state of the meeting, incentives, conferences and events industry, emerging trends, and recovery efforts in one webinar.

Paul Steen, Director of Global Accounts, Tonja Barwick, Managing Director and Brian Plott, Regional Vice President, HelmsBriscoe, highlight initiatives that are helping the industry to move forward.
We are delighted to organize a discussion around a critical topic particularly during the current time, Human Capital - Care & Engagement. We are thrilled to be joined by Chris Mumford – Founder, Cervus Leadership Consulting, Iñigo Capell – Global Chief Resources Officer, Radisson Hotel Group, and Fernando Córdova Moreno – Chief People Officer, NH Hotel Group, to share the impact of this pandemic on our most valuable asset. We will have an opportunity to hear from these leading industry professionals about how the industry has engaged with their teams through this unprecedented downturn in the travel sector.
During this Hospitality Insights webinar, host Sam-Erik Ruttmann speaks with Hani Abu Dayyeh, President of NETOURS,

The challenges tourism is facing are discussed, including Betlehem Post Covid, and their plans to launch Project Betlehem Reborn 2021.

With COVID-19 worldwide people, need a message of hope - so this project will project a strong message of hope beginning on the first Advent which falls on Sunday Nov 28, 2021.

Also speaking with Kevork Deldelian, Chief Executive Officer, Tetra Hospitality, about the general situation in Dubai,
- How to manage hotels in the future with the knowledge we gained during this time.
- Food and Beverage insight – what lessons have been learned that should be considered as future proof solutions for the hotels with restaurants and bars.
- What strategies to consider when re designing and renovation older hotel properties.
Hospitality Insights - host Sam-Erik Ruttmann speaks with the Bangkok based Rohit Sachdev – Chief Executive Officer Soho Hospitality, about innovation and changes in restaurant and bars offerings, operating models and dining preferences.
As 2020 draws to a an end, the session will focus on looking forward into 2021 for both the Leisure and MICE markets, and what plans and ideas the MTA UK office has.