The Beating Heart of Everything – Panel Discussion @ The Hospitality & Tourism Summit

During the British Hospitality Association’s 2014 Hospitality & Tourism Summit, Robin Rowland, CEO of YO! Sushi, chaired a panel of experts—including InMoment’s very own managing director of international, Gary Topiol—to discuss the importance of keeping customers at the heart of restaurant & hospitality establishments.

The panel also featured five other experts: Andrew Guy, chief executive of Ed’s Easy Diner; Ian Payne, chairman of Stonegate Pub Company; Roger Peroyne, director of Morar Consulting; Mark Roper, VP & GM of UK & Nordics for Global Merchant Services, American Express Payment Services; and Neil Stephens, managing director of Nestlé Professional.

Within the scope of the topic, three main themes emerged:

• Attracting and retaining first-time guests, with an emphasis on the evolving preferences of Generation Y.

• Understanding the importance of service and staff to the guest experience, drawing comparisons with other important factors, such as food quality and ambience.

• Using technology to enhance the human connection and improve business.

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