In an era where the paradigms of luxury hospitality are continuously redefined by shifts in consumer expectations and technological advancements, the European Hotel Managers Association (EHMA) stands out as a beacon of innovation and excellence. With over five decades of leadership, EHMA has transcended traditional boundaries to foster a community that epitomises the pinnacle of hospitality management across Europe.
The growth trajectory of EHMA
EHMA was founded in 1974 as a non-profit association, with a vision to redefine service standards across Europe’s luxury hospitality sector. Today, this vision has materialised into a vibrant association of 472 members managing more than 400 hotels across 24 countries, representing 86,000 rooms and employing 66,000 dedicated professionals. This remarkable expansion isn’t merely quantitative; it reflects a profound commitment to enhancing every facet of the luxury hospitality experience, from operational efficiency to guest satisfaction.
Strategic digital transformation
Acknowledging the critical role of digital technology in shaping the future of hospitality, EHMA has embarked on a significant digital transformation journey. Its revamped website, developed in collaboration with Ingenia Direct, stands as a testament to this strategic pivot. This sophisticated platform combines aesthetic appeal with ease-of-use functionality, providing a user-friendly experience that meets the needs of current members while attracting prospective ones. This initiative is part of the largest strategy to harness technology for streamlining operations, improved communications and elevating personalised members experience.
Enhancing visibility and engagement through a dynamic press office
The activation of EHMA’s press office under the stewardship of Gianni Buonsante from Ingenia Direct marks a pivotal advancement in EHMA’s communication strategy. This timely strategic move has significantly broadened its outreach, enabling more effective engagement with the global media and strengthening the growing presence on social media platforms. With nearly 8,000 followers on LinkedIn and a 25% growth in membership over the past two years, EHMA’s digital engagement metrics highlight the success of its revamped communications approach. EHMA president Panos Almyrantis noted that, “The expertise and creativity brought by Gianni Buonsante and his team have not only revitalised our digital platform but have also set a new standard for how we engage with our community and the wider industry.”
AI integration: a lever for enhancing guest experiences
In the current landscape where efficiency and personalisation are paramount, AI emerges as a powerful tool for enhancing guest experiences. According to recent data from industry sources, AI integration in hotel operations can increase revenue by optimising tactical pricing, personalising services and improving operational efficiency. By automating mundane tasks, AI allows hotel staff to focus on creating memorable guest interactions, enhancing the overall customer experience. EHMA encourages its members to embrace AI as an opportunity to innovate, rather than a challenge to overcome, ensuring that technology complements human expertise to create a seamless guest experience.
Why the ultimate hotel guest experience matters
At the heart of EHMA’s mission is the commitment to delivering an unparalleled guest experience. This commitment is showcased in its annual Best Practices Contest, which this year focuses on the theme ‘Why the Ultimate Hotel Guest Experience Matters’. This contest invites members to share innovative practices and success stories that highlight their efforts to go beyond guest satisfaction to guest delight. The hospitality industry, as we know, is continuously evolving. Technological advancements, shifting guest expectations and the growing emphasis on personalised experiences all play a crucial role in shaping the future of the field. However, one constant remains: the importance of delivering an exceptional guest experience. The difference between a satisfied guest and a delighted one can have a lasting impact on brand loyalty, reputation and, ultimately, business success. As Almyrantis emphasised: “The dynamic nature of the hospitality industry requires us to continually adapt and innovate. The ultimate guest experience remains our core focus because it is the key differentiator that drives loyalty and success in this competitive landscape.”
This is why EHMA has chosen this theme for 2024: to explore, learn and showcase the best approaches to creating unforgettable experiences for hotel guests.
Annual General Meeting 2025: hospitality by design
Looking ahead, EHMA is gearing up for its Annual General Meeting in Warsaw, 28–30 March 2025. Themed ‘Hospitality by Design’, it will feature sessions tailored to inspire and equip hotel managers with skills needed to thrive in a rapidly evolving industry. The conference will cover a range of topics, including innovative interior design, technology integration, effective team culture management and sustainable practices. This event will feature thought-provoking sessions, renowned speakers, and an opportunity to witness Polish traditional hospitality at its finest. Warsaw is the perfect setting for an unforgettable event in a city where heritage meets progress, and where hospitality thrives. This isn’t just an opportunity for professional development but also a platform for members to share insights, forge new connections and shape the future of hospitality together.
“The expertise and creativity brought by Gianni Buonsante and his team have not only revitalised our digital platform but have also set a new standard for how we engage with our community and the wider industry.”
EHMA president Panos Almyrantis
As EHMA steps into its next half-century, it is driven by a renewed commitment to leadership, innovation and service excellence. Ongoing initiatives and future plans are not just about adaptation; they are about setting high industry standards and leading by example. EHMA remains committed to fostering a strong spirit of camaraderie among its members while continually pushing the boundaries of possibility in the hospitality industry. Its journey over the past 50 years has been nothing short of remarkable, but the road ahead is even more promising. With a solid foundation and a clear vision, EHMA is set to redefine European luxury hospitality, ensuring that it remains as dynamic and vibrant as the regions we represent.
